We are using Helpscout wich is very nice over all. The also do not send the weirdly formatted ticket email, with 'respond above this line' etc.

> I don’t know what it is about ticketing and Helpdesk that it ALwAYs ends up like that.

The curse of B2B software is that every new big customer wants some custom feature or configuration that is the "deal breaker" for their multi-million dollar contract signing. And everyone except engineering is eager to give it to them because it's not their problem once the ink is dry. Support and renewals are the next guy's problem.