Support Ticket Tracking System

Hi, I am currently considering setting up a system that will allow customers to contact my company for support/help and also that will provide a knowledge base to allow customers to help themselves for simple issues. the knowledge base must be easy to update for staff also. The email tracking system should be customisable to allow staff to set up queues that support tickets automatically get filed under, each staff member can then check any open ticket in the queue and assign it to themselves. all current tickets, history and past tickets should also be stored and easily checked. This is the main functionality that we would require. if you have any suggestions or features you think might be beneficial also in this type of system it would be helpful also. Also any rough screenshots or possible structure of the system would help us make our final decision. Possible add ons - a sms alert sent to an on call mobile to notify the on call staff of any issue sent in. Many Thanks ## Deliverables 1) Complete and fully-functional working program(s) in executable form as well as complete source code of all work done. 2) Deliverables must be in ready-to-run condition, as follows (depending on the nature of the deliverables): a) For web sites or other server-side deliverables intended to only ever exist in one place in the Buyer's environment--Deliverables must be installed by the Seller in ready-to-run condition in the Buyer's environment. b) For all others including desktop software or software the buyer intends to distribute: A software installation package that will install the software in ready-to-run condition on the platform(s) specified in this bid request. 3) All deliverables will be considered "work made for hire" under U.S. Copyright law. Buyer will receive exclusive and complete copyrights to all work purchased. (No GPL, GNU, 3rd party components, etc. unless all copyright ramifications are explained AND AGREED TO by the buyer on the site per the coder's Seller Legal Agreement). ## Platform Windows machines from 95 onwards. IE, FIREFOX