[support] Trouble Ticketing in Drupal

[Fred Jones]

I am looking for a Trouble Ticket module like most webhosts have--the
client logs in, makes a ticket and then the staff is alerted via email
and can fix the problem, update and close the ticket and the client is
notified.

OpenAtrium works like this BUT you have to manually create a private
group for each client, otherwise all tickets are public.

There is this comparison page http://groups.drupal.org/node/17948

but the data there is a bit sparse. These look like the top two:

http://drupal.org/project/support 1324 sites currently report using this
http://drupal.org/project/casetracker 3715 sites currently report using this

While "casetracker" has more sites, "support" seems a bit more active,
with the last commit 2 days ago (and 2 weeks ago for the other
develoer) whereas casetracker was 25 weeks ago.

Anyhow before I download and experiment with these two, any thoughts
or feedback or experiences people have had with these, or other tools?
I would consider a third party tool like OTRS but I prefer Drupal, if
the requirements can be met.

Thanks!