Help Desk Software

I know that there are a wide variety of visitors to this website so I thought I ask for some advice about a new piece of software I'm looking to implememnt at my company. If Googled and found a few options but some hands on experience from someone would be very much appreciated.

So down to business, I'm looking for some Help Desk software with one of the major requirements meing that: -

1. Issue tickets can be automatically generated when an email is sent to a specific email address.
2. Subsequent emails sent to the same email address regarding the same issue will automatically be added to the existing ticket rather than creating a new one.

Does anyone use a piece of software like this in there work and can give me the name of the software you use.

Thanks in advance

Craig

 

You might want to check out TrackIT! software. We have it where I work and It can do both those things, I think. HERE is their site.