Do you need a ticket system, preferably with SMS notification?

Question

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In general, there is a need for a FREE ticket system.
Its task is as follows
1. Registration of incoming calls by e-mail, through the site, through the operator
2. Registration of outgoing calls, for example, the operator creates a call on his own behalf but to someone else in order to register the number of the call (something like an outgoing letter ).
3. It is desirable to be able to register not only by email, but also by phone number if a person does not have an email, even better if you attach an SMS notification.
Now we use osticket but it is not fully suitable and has not been updated for a long time.
And programmers do not want to finish it to fit our needs.
Ideally, of course, CRM and a database of clients and partners, and so on, and the ability to create contracts and save documents in a user card. But this is, as they say, snickering)))