I found the product to be quite full of features for free but missing the ability to customize a form to have customers fill out prior to submitting the ticket like many of the competitors offer.
Will keep an eye on the product to see if more develop.

I was looking for a system for users to submit suggestions and/or problems. Jtag Help fits the bill perfectly. I've only been in the configuration panels for about five minutes, and I can already tell this will do exactly what I need and more.

By the way, it DOES have the ability do add more categories. It's just that the New button isn't in an obvious place (next to all the other buttons). It's ABOVE the others, but it IS there, and you CAN create other categories (free version).

I like JTAG Ticket System, it's functional and is based on webamoeba, i had tested that one already and i found the same problem here, i cannot choose another category except default category, is there anyone who fixed that problem?

I've looked at all of them multiple times, downloaded some of them... this is the only Help Desk system I'm going to keep. The BASIC version is free and provides efficient Ticket support. It allows for multiple managers to handle tickets. JTAG is super easy to install and configure: I did it all in about 2 minutes or less. The user console in the front end is attractive and looks professional and works good, which I can't say for all of the systems I tested. The Pro version of JTAG adds a Knowledgebase to the system, which I do want so I will purchase it. The price is reasonable. I don't need a heavy-duty help desk system so this is perfect for a small company, but apparently it can handle a lot more as well. Tickets can be assigned to multiple managers and they are handled from the front end, so there's no need for help desk staff to login in to the Admin area. Overall, I'm really impressed. This Ticket system is brand new, and I'm glad I didn't make a choice until now.