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You should probably take a look at Request Tracker http://www.bestpractical.com It's open source, (perl - YAY!) and probably does exactly what you're looking for. You can setup queues that certain people, or groups of people are responsible for certain issues. It's a web-based ticket system that works great for things like support emails, trouble tickets, etc. It also has a very powerful search functionality that will allow you to find and review previous tickets that might have some relevance. It's all based off a web-based frontend that allows users to manage their workload and track what issues are currently on their plate for resolution. It's quite flexible, and can be customized to meet your needs. Hope this helps. -Russell John Gorentz wrote: > I got several responses to this message, of basically two types. I got the names of three products to look at (provided by four different persons), and I also got several messages saying We'd-like-to-do-something-too-please-let-us-know-what-you-find-out. > > I was getting pessimistic about this, because none of the softwares looked like they would do what I wanted, even though I didn't really know what I wanted. But my latest revelation is that I don't really want helpdesk software; what I really want is "email response management software." Googling with those words is leading me to products that look more interesting. > > I'm tossing that tidbit out in case those magic words elicit any other ideas from this group. > > John Gorentz