OTRS (http://otrs.org/) is a feature-packed open source ticketing system allowing things like time tracking, email handling and reporting. Rather than re-implement all of this, we've taken the powerful features of OTRS and integrated them with the CMS features of Joomla! The overall web site is managed by Joomla! while the help desk agents and end-users raising tickets interact with the web interface features of OTRS. With the OTRS Joomla Gateway, OTRS tickets are part of the Joomla web site template, and the user experience is seamless.