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This question is similar to Good Open Source issue tracking systems for non-developers but in our case, we would prefer a hosted solution. The users are end-users, on the low end of computer literate, non developers. We have around 5 support people and 50 or so end users. We are interested in simple issue tracking, like a printer being down, as opposed to project or bug tracking. Email integration is desired.

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3 Answers

I like RT, and you can get it as a service: http://www.gossamer-threads.com/hosting/request_tracker.html

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Very interesting, +1 for the answer, seems on the expensive side for us at a starting price of $125 a month. –  Knox Sep 16 '10 at 21:33
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+1 for RT, see if you can find it hosted cheaper. Its open source so its not too hard to run it yourself. –  Sirex Sep 17 '10 at 13:17
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I can advise you to take a look at this one - http://bontq.com

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Looks like it's more aimed at projects and bug tracking / new feature requests than pure help desk, but thank you. –  Knox Sep 17 '10 at 12:59
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up vote 1 down vote accepted

I am trying Mojo Help Desk. I'm not sure what it lacks compared to the more expensive solutions, but it seems pretty full featured for what I'm looking for and the price is right starting at $12 / month. I'll update this answer in a month or so.

UPDATE 1/3/2011: We are currently using Mojo and are happy with it. We've been live for about six weeks.

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