Setup an open source help desk system (you recommend the platform - prefer php/mysql based).
It must support:
Help desk ticket entry through web forms, through email, and via phone (data entry)
Admin, service tech, and customer secure access
Ticket routing & escalation
Login to service area by customers
Ability for customer to see ticket, upload files related to ticket, and download files related to ticket
Forgot password option
Ticket management features
Ability to send tickets automatically to a work queue
Support for email attachments
Tracking, reporting built in
FAQ or knowledge base built in (preferred but optional)
autoresponder for tickets
ticket replies via email
We will also need the system to support multiple ticket types with a custom web for for each type (up to 10 different forms).
Each web form will ask different questions of the submitter. The submitter may also attach files. Once the web for is submitted, a ticket is entered contain the form data and attachments. The user is also notified via email of the results.
We would like the submission thank you page to be specific per web for too, since they have to now pay for their support request.
Customization: once the user pays for the support request via paypal, google checkout, 2checkout, or [url removed, login to view] the ticket needs to be marked as PAID. We need help figuring out how to do this - and the best payment method.
The forms must use our sitewide css and must conform to our look and feel. The help desk account and customer ticket review site must also match our look and feel.