I'm playing with osTicket for possible use by our small company - the owner and his wife, two techs here in town, and a few other subcontact techs out of town. The addition of "Teams" is really useful... looking forward to the addition of time tracking, and ideally the ability to track related expenses for a ticket (parts, mileage, etc.)
Of course, all this will be moot if those who do the dispatching - the owner and/or his wife - don't find it easy to use. And since there's no immediate plan to allow customers to generate their own tickets, it would be much easier if the New Ticket page didn't ask for a name, email address or phone number - when a staff member is logged in, it should just pull this info from the staff member's own profile. Like if user "tim" leaves the system logged in on his desk, then any new ticket should just automatically start up with Tim being the originator, along with his email and phone number.
In the same vein, since 99.9% of our tickets will be support-related, it would be nice to be able to define defaults for pulldown options like Source, Department, and Topic... and perhaps even a default option for Assign To and other such fields.