If you need a web based help desk solution it doesn't get much better than this. Allows end users the ability to view the progress of their trouble tickets (which eliminates 90% of our current help desk calls). Designed to be easily configured to whatever database (SQL or ACCESS) and user authentication (INTEGRATED, NT, or Database held) you have in your organization.
Support Desk operators can receive SMS (text-messages) sent directly to their pager, based on a user defined severity level, while it also sends an e-mail to their account whenever a new ticket is submitted.
Also includes a Knowledge Base which is automatically built as tickets are generated and closed.
Excellent documentation adds to the fun and ease of using this product.