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Right now we just use a Public Folder system in Exchange with the Customer Service reps using Outlook but it's getting harder and harder to manage it efficiently.
Ideally, we would like a product that features the ability to pick generic pre-written response templates, the ability to force a standard email template so all emails have a common look, the ability to force a spell check prior to sending an email, reporting capabilities to see how many emails come in each day, how quickly they are answered, etc., and the ability to assign emails to different reps.
Am I asking for too much? Any suggestions?
One well-suited one is OTRS [otrs.org]. There are tons of commercial products in the space and even more open source ones. Searching freshmeat.net [freshmeat.net] for "ticket" will turn up many projects.