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Hi all, I found free tool, quite good ( have some basic functions): http://4websupport.com . It has less functions that others, but what is important - it's free. http://4websupport.com/api.html they have also API - interested is that it can be integrated with any web based system - via Iframes. You can create new ticket / message simply by request via iframe - so you can put iframe window inside your system's (for example) order page, you will be able to communicate with customers inside your system. Hope it will be useful.