Ticketing

BMC Remedy is the de-facto Ticketing solution out there, and if you ever had to install it, you would understand the choice of picture.  It's massively bloated, costs millions if done completely, takes months or years to install, and if you don't spend even more time thoroughly customizing it, no one will be able to use it.  (or only swear when they need to.)

As an alternate, check out the great open source ticketing system Best Practical's RT: Request Tracker.  Its Perl based, very-very easy to customize and easy to add automation to it (very good api).  If that seems like too much work, check out Asana, a completely hosted and very easy to use online ticketing solution.  (all you need to do is log in and start using it.)