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 solutionshttp://www.lib.duke.edu/reference/liveonlineref.htm

Broughton, Kelly. Our Experiment in Online, Real-Time Reference. InfoToday. http://www.infotoday.com/cilmag/apr01/broughton.htm

24/7 Reference project http://www.247ref.org

Library of Congress Collaborative Digital Reference Service (CDRS) http://www.loc.gov/rr/digiref/

Live reference list http://groups.yahoo.com/group/livereference

LSSI http://www.lssi.com/virtual/

San Francisco and Monterey Bay area Libraries' Q&A Cafe http://qandacafe.org

Webhelp http://www.webhelp.com