Best FOSS Help Desk Software For Small Firms?
We too use otrs. It allows for e-mail creation of tickets, the backend data is stored in MySQL and we use in-house Crystal Reports expertise to extend reporting. You can create custom fields.
The administration is not as well documented as it could be, but the mailing list is active.
I had not heard of RT, so I can't say how it compares, but otrs works well for us.
ISPs Inserting Ads Into Your Pages
Clearly you're not familiar with CALEA.
CALEA only applies to law enforcement agencies right to the data. Check out this from the NebuAd page:
Insights into subscriber behavior, . . . monitoring statistics, lion and tigers and bears! Oh My!
And I'll bet that the EULA with the cheap ISP allows for this. However, the argument others have made that modifying the content of a delivered page is a copyright violation would certainly make for some interesting legal arguments.
What's the punishment for willful infringement?
Insightful Reporting and Analytics
NebuAd's proprietary reporting system provides service providers with detailed reports related to performance / monitoring /security statistics, inventory management and revenue / accounting statistics. Comprehensive reporting capabilities enable ISPs to monitor advertising revenue streams, monitor the well-being of their network as well as to gain deeper insights into subscriber behavior.