Helpdesk Implementation Suggestions?

Question

Helpdesk

Good afternoon!
Friends help me find the system, looked through a huge amount, my head is spinning. I have very strict criteria:
1) Free or Microsoft (because we have all their licenses)
2) Simple enough in functionality and in Russian
3) And figure out how I can get the user to work in it (I have a budget organization, we serve all IOGV (Executive bodies of state power), you yourself understand the bureaucratic structure).
And here are the main requirements for this system, as set by the management:
• Acceptance of user requests for technical support via online channels (email, lync, web form, etc.)
• Accounting for user requests via offline channels (telephone, personal appeal) and registering them in the system
• Ranking of applications (by systems, by complexity, etc.). There may even be formatting
• Distribution of applications among department employees
• Transfer of applications to the "project" status (in case the application requires labor-intensive operations. For example, an application for scanning A3 sheets. That is, either a larger scanner or more software is required. An example is not very, but, I think, understandable)
• Transfer of the application to other departments or their connection to execution (second line of TP)
• Reports on the execution of applications in the context of department employees, taking into account the complexity of the execution of applications
• Ability to build reports on invented KPIs for each employee
• Ability to create new reports
• Ability to integrate with AD (to make it easier to fix the user)
• Ability to accumulate knowledge base. This is the most difficult and interesting. That is, when a problem has already been called several times, we fix the symptoms, the system itself suggests a solution. The task is that most problems are solved directly by phone on the first line of the TP or remotely. Well, so that any monkey can solve these problems with the help of the knowledge base.
You can suggest the system itself. Then you need to propose a phased plan for its implementation with the obligatory indication of the phased implementation dates, labor costs of department employees, including your own, labor costs of employees of other departments (at least assume). It is necessary to indicate what kind of work employees of other departments will be involved in. It is necessary to propose how the implementation of the stages will be monitored. Determine the time of test and industrial operation. Consider how we will attract users to participate in the operation of the system (apply online, evaluate the result of the application, etc.).

Answer 1

Once we tried osTicket - it did not fit our needs a little. There is also OTRS - the most powerful system, you can finish some things yourself.
They chose HESK for themselves - free (subject to showing a small banner from the developers in the footer), fast, requires a minimum of resources.
All of the listed systems can handle your tasks.
Links:
osticket.com
www.otrs.com
www.hesk.com

Answer 2

If we talk about the Microsoft platform, then look towards www.intraservice.ru

Answer 3

maybe the ticket system, knowledge base & feedback system from Helprace help desk is suitable for someone ?