Application to follow support calls

Depending on the amount of support calls that you are taking, I would suggest for a small-medium solution to setup a simple database with the relevant fields. If it is of a more medium-large project then you might be looking at hornbill.com they offer an excellent solution which is easily configurable and also can be monitored via the internet.

We have a small help desk team to support our internal EDI department. Our company has MS Exchange and Outlook and we have created a series of mail forms to collect trouble tickets from our clients. We categorize them by various key attrbiutes. The completed form is passed to the application area that can resolve it. We use a series of public folders to keep the forms and archive them as needed. This method has worked well. When we are questioned by users or application teams, we can pull up the any open or closed ticket and show the audit trail.