Call/ Ticket Managment Program

We are in need of a call and service ticket custom program. This program will be used to keep track of the all the calls coming into the office. The program itself needs to web based and it also needs to be accessible by multiple users. It would be loaded on our current web page host (Brinkster) or our office server. The software needs to be linked from our web site. Requirements 1. Displays list of open tickets with length of time open in hours and days. 2. When ticket is opened the ticket can be assigned to a group of individuals. That group will receive a text message (preferred) or an email notifying them of the open ticket. 3. Certain tickets are accessible to certain individuals. In other words not everyone has access to all tickets. 4. Not all calls require an open ticket. 5. We need reports to see who closed the tickets, when and at what time. We also need performance reports by technician. 6. Once a ticket is closed it should no longer appear on the list of tickets, but we still need to see history for a particular client. 7. The ticket will be in the following format: Issue, solution, notes. 8. We should be able to set urgency level. Color coded. 9. The software will also be our contact manager. So we need relevant fields for the customer information: Company name, Contact 1, Contact 2, Phone number, Phone 2, Fax, address..... 10. When opening a new ticket we should be able to see the customers history so we can easily see if the problem has occurred in the past. 11. Admins have access to all tickets. 12. We need to categorize. The categories can be modified by an admin so we can add or delete categories. 13. We also need sub-categories 14. There maybe additions to the software as it is being developed but this should cover about 90 percent of the requirments.