This is an excellent ticket system. Once installed it is very easy to customize. I had some problems installing it but the author was extremely helpful. It turned out to be my host Fast2Host were still running php v5 with no way to upgrade, but once I moved host it was all good.

I looked at several systems before choosing this one and there is an online demo so you can try before you buy.

I would recommend this system to anyone - we use it for fault reporting at a residential property block so that owners and residents can obtain FAQ from the Knowledge Base as well as reporting issues to the building management.