Help Desk/Ticketing Software Found

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I just thought that I would share this (I am currently testing it for
our IP removal system). /

This is commercial OSS. The free version is limited to monitoring
only one mailbox - which is all I need. Overall, this is very well
designed and relatively easy to install to Windows or *nix. In
addition to the help desk, they provide an optional (also free)
support center which can be used as a customer service or tech
support portal. The two systems are integrated together.

The configuration routines allow considerable customization without
hacking the PHP code. However, the code is very well commented so
it's easy to make further changes if one feels compelled to do so.

Obviously, one  should thoroughly test this thing before going live.
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