Consultants Pty Ltd Runs on a variety of free, shareware and commercial SQL databases. There is a web page that will show each staff member whether and how many Reports are assigned to them. In addition, DTS can send email to staff when Reports are assigned to them, or it can send a daily email listing pending Reports.
Staff can individually configure when and how often they receive such email notifications.
The supplied email gateway can enter your incoming support email automatically into the database. Administrators have access to graphs showing the history of arrival and fix rates over a recent period. Full source code supplied. A complete audit trail of every state change for each report is kept, allowing a quick understanding of the history of a Report. If you wish, customers can get password controlled Web access to their own reports to check progress and resolution of their own Reports, but cannot see anyone else's.