I've used RT before, and it's very configurable, but it was a nightmare to set up initially. That may have improved in the intervening years, but I doubt it, as it intentionally had no defaults.
The folks at BestPractical would, I am sure, be happy to help you set some defaults
I hear what you are saying. We set up RT in 2007 and it was a bit of work for sure. But it has been spinning like a top ever since so we are happy that we took the plunge. The University's central IT org uses it as well to great effect -- single point of contact, just email "help".
I would say that the setup has gotten somewhat easier, too. Better avenues to handle all of the install-time perl dependencies for example.
Totally best bang for buck.
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