The web interface and email integration (the ability to create/reply to tickets via email) are my favorite features.

A few years ago I came across a hosted help desk software online that seemed to have the right mix of features for an affordable price. I chose to use JitBit for a project that ended up being very successful in part thanks to this software for tracking and responding to customer requests. Each month/quarter/year, JitBit adds features that make sense and are more and more comparable to the big names I used to see on Gartner reports. I used to sell software that cost several times as much and was hardly as easy to admin! For a company getting started with tracking requests, this is a software company to seriously take a look at for your project's needs. Thank you JitBit team!

Not bloated with a zillion features, like some other "everything for everyone" systems, but still a powerful helpdesk. A self-hosted version is a nice addition. We actually chose this product for the self-hosted option, but the company has convinced us to go for the HOSTED one, and we're more than happy we listened to them. Also, loved the "automation" engine ("if this - do that"), the mobile apps and JIRA integration ( we list our internal scripts bugs there and do the change management ). Overall - a very nice and moderately priced app.