> Required features: > > - very easy (for my client) to use > - ability to prioritize tickets, not just with a few levels, but > actually sorting the entire list of tickets into the exact order I want > - ability to categorize tickets > - low or no cost > > Nice-to-have feature: > > - a field to indicate a time estimate for completing a request Does anyone have any good or bad experiences to share about either of these? osTicket: http://www.osticket.com/ OTRS: http://otrs.org/ -- sarah adams blog: http://hardedge.ca family: http://geekjock.ca portfolio: http://sarah.designshift.com