I inherited an environment using a big bloated helpdesk application, Track-IT, and finally got fed up with it today. The replacement? Trac, using the new Trac beta with configurable ticket workflows. Here's the little ruby (used a rails tree just for the autoloading magic and actionmailer) that took care of the glue which trac needed to be a full Track-IT replacement. That is, the 'download mail from a pop box and make a ticket'.