Many developers will tell you that their extension is great. That is expected. But as a developer myself, and a person always interested in finding problems in other people's work, I have no issue with this HelpDesk Pro component.
Simple to install. Very customizable and easy to use.
If you want a component to fix your ticket management system on your joomla site, stop here. This is a clean component that will make you love your site. And, the support is great.