I'm tasked with creating a phone and email logging database for about 30 people in order to collect some mandated statistics on our support. As an office we need to be able to report how many emails we send and how many/how long we spend on phone support with the public.
At current I'm dabbling with a self-made form that connects with a mysql database, but I need something that's honestly a bit more professional looking, especially as far as generating reports. I played around with spiceworks, which seems great for a helpdesk environment, but I need something more flexible as far as categorization and user-permissions. Basically every manager needs to be able to edit the categories specific to their department and run those reports, without me giving them full administrative access over everything.
Everyone is centralized in a single location and the logging software does not need to be accessible outside of the office (so I'm slightly less concerned with security), but optimally there would be some sort of web interface that people can use from their desks to input what issues they've responded to and what/how long they've spent doing so. I do have a budget so I don't necessarily have to have free software, although as always, that'd be great.
Does anyone have any suggestions on a good way of going about doing this?