We chose Spiceworks as a help desk ticketing system for our IT team. It works amazing, is easy to use and set up, and does everything we need it to and more. We use it as a way for users to submit tickets to our IT Department by email; assign the tickets, track the ticket history and even look at past ticket history. It does a lot more but we do not use most of the features or are not currently utilizing them. The best thing about it is that it is free and the support is free too! Another great feature is the forums and articles where lots of other IT professionals get together to talk and answer questions. We use this quite often to help with issues that we might be facing or read how others are using technology in their workspace.
We highly recommend it, in fact we have to many other professionals, even in our own organization.