I have a friend that works for a fairly small company that is becoming inundated with support calls. I suggested he looks at software to handle issue tracking, support, and bug tracking – but fell short when it came to looking at Sourceforge. When I delved further into his requirements, my friend says he needs a fair level of automation involved – I’m guessing like a client help desk. What open source initiatives are being used. State reasons for use (ie: features, ease of installation etc).