OSticket
Have just come across this myself, for application in an even smaller environment than the OP. Virtue is that it is FLOSS - PHP and browser-based. Handles email and phone initial enquiries. Manages agents by department. Allows assignment of a ticket to an individual, and subsequent re-assignments as work is managed. Offers space for internal comments, so can keep records as make progress. The usual lists of open tickets, those outstanding, and overviews for 'managers'. Has a KB feature. Supports SLAs and will automatically 'chase' slow work under such definition. Seems a bit basic but has performed my initial test ticket interactions happily-enough. Installed locally, and just as quickly as any other PHP/MySQL application on Apache. Have not looked at reports/stats, nor considered sub-tasking (but that says more about my progress than the package, necessarily). YMMV but worth a look.
=dn
Biting the hand that feeds IT
