HESK is a basic, lightweight help desk tool with an integrated knowledgebase that helps customers quickly resolve some common issues on their own. Includes scripted responses, ticket templates, custom data fields and statuses and much more. Tickets can be prioritized and organized, and they include request details, your ongoing discussion with the customer, which staff member is assigned, notes, files, status and time spent on resolution. Staff accounts can be created with restrictions on access and functionality, and you can track who is working on what. Our appreciation for the suggestion goes to tickhack.