Well, it's coming up on a year since we implemented Track-It Enterprise 7 as our help desk solution. I thought I'd be able to live without email thread capture capability, but I've learned otherwise. It's a key feature that we must have. (post last year about our help desk solution search)
We've told Track-It that this is a key lacking feature in their product ... they agreed, but offered no solutions.
So I'm back to the drawing board. Request Tracker is again at the top of the list ... if only they had a VMware appliance built for it so we didn't have to fumble with Linux dependencies ... just click and go.
At the IT Roundtable someone mentioned http://www.cerberusweb.com/ which does email threading so that's on our list to evaluate. Other products you would recommend that capture all email threads between the requester and techs? If a product does not have this feature I'm not interested.