I would love to be have a similar system at work, at the moment it's all done via email resulting in 100s of emails daily, most people mark as unread items not dealt with but it's totally inadequate and the people CCd on the task are just random based on the who the originator thinks should be involved.

I've looked at help desk systems before but they're either too simple/basic, or extremely complex so I'm definitely interested in your experiences too.