At GW Libraries IT, we've just switched to - so far, we like it
:)  Definitely worth checking out, and you can get a free trial.  Academic
pricing is available too.

- Dan

*Dan Kerchner*

*Senior Software Developer, Scholarly Technology Group *

*The George Washington University Libraries Gelman Library2130 H Street,
NWWashington, DC 20052202-994-7947 <202-994-7947>[log in to unmask]
<[log in to unmask]>*

On Mon, Mar 24, 2014 at 11:43 AM, Jenny Jing <[log in to unmask]> wrote:

> Hi, All:
> We are in the process of replacing our internal ticketing system. We need
> it to be web-based, and staff can attach screenshots when they report an
> issue, and we can run reports to get the usage statistics.
> We also want to use it as a reference question knowledge base in the
> future if the system is flexible for us to customize.
> For example, users can send us questions and we can keep track of what
> kind of questions we get, who is working on it, etc.
> It could be an open source or commercial tool.
> Does anyone know of something which is good to use?
> Thanks.
> Jenny
> Jenny Jing
> Information Systems Librarian
> Discovery Systems
> Queen's University Library
> Kingston ON, K7L 5C4
> [log in to unmask]
> 613-533-6000 x 75302