Humanizing your helpdesk: Initiating Helpdesk/CRM sessions online

I've been looking a lot at Helpdesk, CRM, and trouble ticket tracking software solutions. I am trying to come up with a matrix of functionalities and features offered by some of the off-the-shelf solutions so I can make recommendations for a project I am working on. Here is what I found with the help of some friends on a several discussion groups.

Duke University survey of Live online reference solutions

Broughton, Kelly. Our Experiment in Online, Real-Time Reference. InfoToday.

24/7 Reference project

Library of Congress Collaborative Digital Reference Service (CDRS)

Live reference list


San Francisco and Monterey Bay area Libraries' Q&A Cafe