Comment Re:OTRS (Score 1) 321
We too use otrs. It allows for e-mail creation of tickets, the backend data is stored in MySQL and we use in-house Crystal Reports expertise to extend reporting. You can create custom fields.
The administration is not as well documented as it could be, but the mailing list is active.
I had not heard of RT, so I can't say how it compares, but otrs works well for us.
