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Blake M
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It’s built entirely for a different purpose, but there is WHMCS – it’s made for web hosts but includes a ticket system, as well as billing and customer management. Its very, very customisable and all the pieces are there to get it do what you’re looking for. There’s also a Project Management add-on which might be useful.

We use it, and have nothing but good things to say. Just be sure to keep it up to date, and follow the recommended steps to secure it and you shouldn’t have any dramas.