We have recently been looking into various helpdesk / ticketing platforms to enhance our support department - Provide better tools for our helpdesk, assigning work to service technicians - and to enhance our installation department's ability to manage project based work with a simple and easy integrated platform.
What I would like to know isn't so much about which platforms people are using so much as if people within the physical security industry use helpdesk / ticketing systems, and if so how.
Have people used integrated knowledge bases within ticketing software to store site / customer information for their helpdesk / service techs?
Do people find implementing ITIL framework works, or would anyone have any other best practices to pass along?