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The Bugzilla and Trac systems mentioned are nice but geared towards bug tracking, which is just very different from a tool you'd want to use in a helpdesk-type setup where end users would raise incidents. If the latter is what you are looking for I'd suggest you take a look at OTRS which is a very capable trouble ticketing system. It also has ...
osTicket is a widely-used and trusted open source support ticket system.
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