What are your help desk software 'must haves?'

Live2Support live chat software is a low price and high quality, and it can be easily integrated into your company’s system. You can fully customize the visitor chat window to match your website and choose from readymade windows templates. Chat with visitors through one on one text with no log-in required for users. One operator can even accept multiple requests and when he is unavailable, the customer has the opportunity to leave a message so you won’t leave any questions unanswered. With Live2Support, you can control the process of your customer service to deliver the best results. It comes with additional features such as post chat survey and SSL-based tracking.

For more information visit http://www.live2support.com

As organizations employ unified communication strategies, the right Helpdesk solution should play an integral role in facilitating internal/external collaboration through optimized Customer Support, Ticket Management, Inventory Control and Asset Management.

This cohesion is achieved by connecting the various customer services, support channels and IT channels and linking them to other departments throughout the company. Multiple service channels are united in a storehouse/databank with "one source of truth", a space shared with near real-time data.

Check out this detailed analysis of Teamsupport which should fit the bill for you

http://www.getapp.com/evaluation-center/teamsupport-independent-analyst-review/

It must have powerful trouble ticket system and knowledge system. iKode helpdesk X is a web based customer support solution
http://www.phphelpdesk.org/