Question about Software

I am currently working on a project. We need to have Helpdesk/CRM software. I like it web-based but we also would like to offer customers our software to be downloaded electronically. We are currently shipping cds. Our system is not organize and need too or would have an automatatic system. Please help me to find the right software to do this. OH, yeah we don’t have a webdeveloper. I work in support