As a Call Center Supervisor for Harcourt, Inc. I asked myself that same question multiple times. Since we were a small support center (35 staff) we used a program for small-mid size centers called ESP. This stands for Expert Support Program. At the time, I thought ESP was rather limited in its ability and scope. Now that I work for another company that uses a web-based ticketing system, I look back fondly on my days with ESP (a client/server installed program). It had a good SQL searchable database, and was fairly customizable. Feel free to message me with any further questions you may have.
I'm a big fan of the Remedy system because of how much it can be customized to match your support needs.
TrackIT system is a very good system also.
GLPI - It's a French project, but it is translated into English. In addition, it integrates seamlessly with OCS Inventory. It's really been a boon on my network to help inventory all servers and desktops on which the agents are installed. Plus, it's rather customizable and expandable.
used Remedy in the past. It was very customizable.
I would like to find a very inexpensive option for < 30 persons as the system they are using now is horrible!
I was involved in implementing Point of Business (POB), which is a Wendia product that is offered through CA. Like Remedy, it's main competitor, it's made to fit the ITIL framework, it can manage all your IT processes, and it's highly customizable. However, it's not very user friendly and there's a huge learning curve for the typical end user. It is better than what we used before, HEAT, which was strictly a Help Desk tool.
I would strongly encourager you to look at Service Now. Very flexible and powerful, yet user friendly!
This has been in use at my company for a couple of years now and is hands-down better than anyting I've used in the past.
I have used both Remedy, TrackIt, and ServiceDesk.
It has been years since I used Remedy; thus I will defer to others who to comment.
Trackit was a very nice and easy to use product. I thought the reporting was just okay.
CA's ServiceDesk is probably the Cadillac of tools that I have utilized in this space. It offers the ability to report and track "Incidents," these can be transported off to "Problems," and then into "Changes." It allows for a total audit trail from start to finish.
I suppose it all depends on what you want to spend and how much you need.