Our team has been using FreeScout for the past month or so and it has been great! We came from no helpdesk solution since we have a Free/Open Source requirement for our project stack.

I evaluated a lot of ticket systems for us both hosted and SaaS. FreeScout is just what I was looking for and it seems to hold up to our internal testing. A great plus is the “intuitive” UI that is very similar to a classic email client. That makes is easier for seasoned office workers to get used to the workflows.