A great product for this type of thing is Jira by Atlassian.  While it's 
geared more towards development (which we do), we've adapted an instance 
for general issue tracking for technical support.  Depending on which 
version you need, it will cost some money, but it's definitely worth it 
in the long run since a) it looks good and polished (compared to RT, 
etc.), and b) it's a snap to setup

On a side note, we've purchased Confluence and tied the 2 together - 
really allows us to put together some great documentation for inside the 
department vs. the rest of the company vs. our customers.

-Mike

Craig Brooksby wrote:
> I manage a team of 5 who do a wide variety of small tech projects for
> our customers.  We need a "request tracking" or "issue tracking"
> system to both help us collaborate among ourselves, but also
> communicate to 100 coworkers and 900 clients.
>
> I have been looking at RT from http://www.bestpractical.com/rt/ and it
> seems to have all the features we need.
>
> If anyone has other suggestions or experience, please chime in.  Thanks.
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