I\'ve been hunting for a help desk software that fulfills my requirements (in or

Question

I've been hunting for a help desk software that fulfills my requirements (in order of importance):

Self-hosted
Web-based
Multiple queues/topics/categories
Custom form per queue/topic/category
Alerting (via email) for new tickets based on queue/topics/category
Alerting (via email) for ticket follow-ups
LDAP -or Active Directory- based login
It will be nice if it has some facility to measure SLA fulfillment, e.g., how much time had elapsed since ticket is first created, how prompt the assigned agent handled the issue, etc.

I'm currently trying out Request Tracker. Unfortunately to provide #4 above one must resort to hacking one's own front-end (with callbacks to the relevant RT components). I'm concerned that by doing so, the software will be unmanageable some time in the future (e.g., when updating to a newer version).

Is there a free (gratis) help desk software that can fulfill my requirements? Not necessarily open-source, although that would be nice.

Update: I'm also currently trying out OTRS using TurnKey Linux (TKL) OTRS Virtual Appliance. No opinion yet, just finished installing.

Explanation / Answer

Have you considered Sirportly? As far as I am aware, there's no AD integration, but it's close to what you're asking for, although it doesn't support free and self hosted at once.

Features from your list

It can be self-hosted, although this has a one off fee of

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