I'm trying to find helpdesk/ticketing software that is largely email-based. This means it should ideally have the following features:
- All new emails sent to a support email (e.g. firstname.lastname@example.org) are converted into tickets
- Employees are notified when a new ticket is generated
- Employees can respond to tickets/customers through their own email account, but the response will be rerouted through the main support email so that customers are only ever interacting with a single email account
- Ticket management, such as closing and modifying ticket attributes, can be done by employees through email
- Available for GNU/Linux
I've most recently been trying to get osTicket to work, but their email support is not fantastic (responding to tickets, modifying tickets, etc. all has to be done through the web interface without some unreliable hacks). I've thought about using Bugzilla since it does have the ability to convert emails into tickets, but I'm not sure if has the other features I'm looking for and fear that it may be too software development-oriented. I've also tried looking into RequestTracker but can't seem to find any half-decent documentation on how to configure and manage the software.
Does any such gratis software exist? Alternatively, am I missing something about the aforementioned software and they actually do fit my criteria?