Customer Relationship Management tools?

Hi folks, I'm curious whether anyone has had any experience with a Talisma-alike system written in PHP (or something else) and if so, where do I look for it? :) Talisma is a CRM tool that accepts inbound emails to a specific address, stores them in a database and threads all correspondence with the email sender. It's used, in Melbourne IT at least, to allow each of our support staff to access an entire "case history" for any single user, rather than having to run around multiple users' mailboxes to find out what has gone on in the past. Website: www.talisma.com Each email to the system gets allocated a request ID (customers can quote the request ID over the phone, and staff can thus look up who they are and get that case history). It filters these emails into folders based on the destination address of the mail (ie, Sales, Support, etc etc) and has a set of predefined "canned responses" for each of these folders that can be selected by staff for an easier time responding to queries. You can also email everyone in a specific folder. It's a Windows application, but it also has a web-interface for remote access so that people in our US office can see what's gone on with a particular user, for example. The closest thing I've found is Relata, which is (very) nice looking, but seems only to support the outgoing emails - if it does anything like what I've described here I can't see it on the website (www.relata.org). I've been asked to look into this because we're interested in finding a better alternative to Talisma. When I say better, I mean better - it can't be a simple little thing that's put together by programmers for programmers. If you know of a commercial offering that'd also be cool. I haven't got much experience in this arena and am looking into it as a favour :) Thanks -- Jason Murray jasonm@melbourneit.com.au Web Developer, Melbourne IT "What'll Scorpy use wormhole technology for?" 'Faster pizza delivery.'