Corion:

Thanks for your input. Actually, we use Bugzilla for internal trouble ticketing; we considered using a new instance of same for external, but IT management wants something more "customer-centric" for clients ... whatever.

Thanks for the tip on RT. I'll add it to the evaluation list. Anyone who has any experience administering RT, please consider this an additional request for comment on it as well.

Another great use for PM: hundreds of extra eyes reviewing possible implementations!