Hesk

What do you like best?

Full disclosure: I'm comfortable hacking around with PHP and poking at a server so I may be a bit biased, but I have used this software since 1.x and I still install it for small businesses. It's free (after initial donation) , endlessly customizable, and just plain works. You can tailor it for so many industries, situations, and specs, without having to dream up bizarre workarounds like you do with most SAAS offerings. Even if you can't modify the code, it has a ton of built-in options out of the box... and that's how I use it for my own business.

What do you dislike?

It would be nice to have an SMS integration and a more intuitive archive system, but there's not much I dislike.

What problems are you solving with the product? What benefits have you realized?

My largest client has used it for more than 10 years to handle pre- and post-purchase support for very complex and under-documented products across a staff of 5 agents. We have integrated it with our order management and shipping systems to automate failed payments and changes to shipping charges. I'm sure we have at least 100,000 tickets in the database.