I've used Request Tracker, I actually installed it at an all-Microsoft consulting firm ( http://www.pcubed.com/ http://www.pcubed.com/ ) around 2005. Pcubed lo

I've used Request Tracker, I actually installed it at an all-Microsoft consulting firm ( http://www.pcubed.com/ http://www.pcubed.com/ ) around 2005. Pcubed loved it, most of their consultants were out in the field and email was the only tool that we could guarantee that they all had access to. yet we could ensure that everyone involved with a client was included in any conversation about the client. Yes most would just filter these into folders so that if need be they could look things up, but what really made the difference was being able to manage meta-data and ticket state around the emails so that we could see that risks were mitigated, issues addressed. Virtually no-one used the web interface in RT (except admins to configure new client emails and add users), and that was no surprise to us. We wrote a custom backend that would pull the data and dump it into SQL Server and then SharePoint and Reporting Server... for a Microsoft shop these were the tools they wanted, user controlled reporting capabilities and visibility in the place they were most likely to look (SharePoint). RT is good, but it is a bit long in the tooth... have you seen http://copyin.com/ http://copyin.com/ ? http://copyin.com/ http://copyin.com/ https://angel.co/copyin https://angel.co/copyin CopyIn is not an RT clone, but it does provide group based email addresses, with a web front-end, wiki-spaces for those groups, and so on. It's about a year old, started by a YC alum who is on here ( https://news.ycombinator.com/user?id=petenixey https://news.ycombinator.com/user?id=petenixey ), and currently in a closed beta, but from what I've seen (a demo) it brings a very fresh approach to this whole problem space (email-centric group awareness and collaboration). I'd say it's worth anyone looking to implement this stuff to ping Pete Nixey and see if they can get on the beta. And as others are asking for disclaimers, I work for neither RequestTracker nor Copyin, having only implemented the former and seen a demo of the latter. Pete is a London based founder and I've met him quite a few times. I gain in no way from you choosing to use Copyin, but perhaps we all gain by a nicer tool emerging and getting established in this space.