We primarily selected SolarWinds Web Help Desk because of the rich feature set and low price point. When we were doing comparisons of the different suites available, we wanted to find an easy to deploy, feature rich, and inexpensive solution. Web Help Desk met all these criteria. Talking with their sales and support staff prior to the purchase helped us seal the deal. We did a 30 day trial in-house and found that it had every feature we wanted (including the import email system to enter comments on tickets). Additionally we found a large forum with lots of users who have been posting tweaks and configuration guides to get the most performance out of the system. Overall, it was just the best choice for us.