You can look at the open source software called “Open Source Ticket Request System” which would give you what you should want.
<a href=”http://www.bugzilla.org/”>Bugzilla </a>is another popular ticketing system.
Whilst not free, I would recommend <a href=”http://www.focalscope.com”>FocalScope</a>. It is great for us because it offers email routing & group management tools which let us define responsibility groups and get the right emails/tickets to them for resolution. It also offers us internal chat, live chat from our website, tools for integrating SLAs and an easy to learn interface.