I've been searching for a help desk solution from long time and now I can finally say I'm satisfied. This extension is doing exactly what a help desk extension should do: help you to better organize and manage your tickets without any other extra steps. Everything is configured to go very easy.
I can receive instant notification when anyone open or responding to any ticket. To each ticket I can have a note so I can insert any special data I will need to remember lately.
Considering all the things you are receiving by purchasing this extension the price is justified. The support team is also great, I've received answers on my questions in just a few hours!