[PLUG] Open Source Help/Request Desk?

[John Medway]

I don't remember if I asked this here before, but ...

We're looking for an open source help/request handling web application I 
can deploy to replace the old home-brew system we had in place. My user 
base is IGNORANT of technology, so anything with as many fields as Bugzilla 
will send them screaming (not to mention have them put in bad/wrong info). 
But I do want the ability to comment on tickets and see the trail, reassign 
tickets to other folks, have it send email, et al.

Looking for something potentially I can also add different non-IT help 
queues, such as "HR Requests" and other department-centric requests.

MySQL back end, running on Apache is ideal. Ideas?