This looks cool: Zendesk Help Desk 2.0 … just need an excuse to start using it.
Zendesk Help Desk 2.0
Published by
Gareth Saunders
I’m Gareth J M Saunders, 49 years old, 6′ 4″, father of 3 boys (including twins). Enneagram type FOUR and introvert (INFP), I am a non-stipendiary priest in the Scottish Episcopal Church, I sing with the NYCGB alumni choir, play guitar, play mahjong, write, draw and laugh… Scrum master. Latterly, web architect and agile project manager at the University of St Andrews and former warden at Agnes Blackadder Hall. View all posts by Gareth Saunders
You might want to check out http://www.userscape.com/products/helpspot/ as well. We use it and like it a lot.