Hi guys Im looking for a good help desk ticket solution. It must perform the following actions for it to be useful.

• It needs to have a single point of contact via email..e.g [email protected]
• If we recieve a telephone(or an email outside of the system) we need to be able to create a ticket as if had been added via the single point of contact, this needs to be done with ease in order to save time.
• Certain people within our organisation deal with certain customers, so if the email/ custom input support call as mentioned in bullet 2 is picked up as having a relationship with that certain person in our organisation it needs to be sent to them/put in their queue for them to work on.
• If a person is out of office or sick any tickets sent to them must be forwarded to somebody else or put into a seperate pool of tickets that anybody can access.
• Perhaps have an agent that sorts through tickets in the pool and assigns them to anybody who is available, preferably the person with fewest tickets in their queue/list.
• Once a customer emails and the system logs it they immediately get a response with a ticket number and maybe details of who is dealing with the problem.
• Any correspondance in relation to a particular ticket is automatically grouped into some sort of message, and not made into a load of separate tickets. I.e system scans incoming email subjects for ticket numbers and assosciates it with exisiting tickets if that number exists.

Any help is much appreciated

Thanks

P.S I have taken a look at OTRS but i'm not feeling it so unless someone can convince me I guess i'm after an alternative.