Well, we've always been renegades when it comes to using helpdesk software. That means we've managed to stay away from Cerberus and Kayako because they are "popular". Instead, we've been using SupportTrio which also some powerful stuff.
Question is: have you of you folks used SupportTrio and had a reason not to go with it?
For reference, have a look at:
http://www.supporttrio.com.
Cheers,
Roj