I like the osTicket system, and its working for our needs, a question was brought up by upper level people. They were comparing the different PHP Open Source CRM's, and they were wondering if osTicket had the option for a client side searchable knowledge base for common issues. Have this ability on the same screen as the client side ticket creation screen.

Advantages: Possibility of saving time if the client can find the common problems and is able to resolve the issue themselves before a ticket is submitted.

Con: Not sure how hard it would be for setup.

The idea came from someone the found out about the Hesk CRM system.

Thanks