I recently (over the last year and a half) helped put in helpdesk automation systems at DHS and DOJ using BMC Remedy. It’s a fairly comprehensive COTS package, but it grew up out of helpdesk automation, so that’s its strength. I’ve also used Siebel in the past, which grew up out of salesforce automation, and it was a lot clunkier than Remedy was for helpdesk work.
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