IT Employment

Check out a product called "Remedy" by a company called "Action Request"
Our call center handles 5,000 - 10,000 helpdesk calls a day and the product is excellent. It combines Call Tracking and reporting, trouble ticket assignment, Work order request, Inventory control, and has a biult in automated escallation clock to ensure that requests dont slip through the crack.
Here's the url

http://www.remedy.com/

I know of something like this which should be tried of nothing else, considering. As a promotional thing, Portera is doing one free month of their Tracker. Portera does their software ASP, served across the web, so you don't have to install anything. This would seem to make it very easy to sample, which apparently is the point. I have read about it briefly at www.portera.com, but I was looking for something else at the time and so don't remember detailed feature info and things. It sounded neatthough.

Greg

You might checkout product offerings from Onyx. Their focus is customer care or "front office" solutions. They have customer contact management software that covers your full range of interfaces with your customer base from sales to service. It may be more than you're looking for, but it might be worth checking out. All their offerings are web-enabled. Check them out at www.onyx.com

Try looking at www.bungo.com
They have some great features and proprietary technology that can help you out.
I think the number there is 401-461-8022
It is worth your time to at least check out their services for free on their site.

I have demo'd a product from www.rightnowtech.com

It sounds like you need an easy tool for customers to use and your agents to follow up requests. It has some good categorization capabilities that allow you to look at trends by a number of pivotpoints. This product was designed for cust. service call centers.