[Techtalk] Help desk/trouble ticket/knowledge base software?

[jennyw]

Just wondering what folks would recommend for help desk software. I've 
installed RT (http://www.bestpractical.com/rt/) in the past, and it's pretty 
decent, but it wasn't the easiest thing to install at the time (might be 
easier now). I've been looking around at help desk packages and I haven't 
seen anything that seems to be as full featured (and include a knowledge 
base/FAQ system) except for OTRS (http://otrs.org/), which might be easier 
to use (I especially like the quick links to canned e-mail responses). Both 
systems are written in Perl and have been around for a while. Reading 
someone else's Perl code isn't really one of my favorite past times, but I 
haven't seen anything that looks as good in PHP or Python/Zope.

Any suggestions? Any thoughts on how RT compares with OTRS?

Thanks!

Jen