John, if you need any help setting up SigmaPro please let me know or email Support@OnyakTech.com or submit a support ticket on www.OnyakTech.com.   The Quick Start screen in the core SigmaPro module can help you get setup very quickly but you will get more control over the setup by creating a Team and then using the Create New Project Wizard that will walk you through the different options and customization available to you.  

The setup will be improved with version 9.0 to be released soon so please provide your feedback to help us make SigmaPro very easy for you.

Once you have a project setup in the core SigmaPro module then you just need to add the Help Desk module to a page and point it to your core SigmaPro module.   That is the quickest way to get going and provides the best UI for your users.   The other option is to use the core SigmaPro module as your front end for you end-users but that is complicated to setup.  If that is what you want there are step by step instructions on how to set that up on www.SigmaProDraconis.com.  But I think most people prefer the Help Desk add-on for SigmaPro.  You can see it live on www.DNN-Module.com.

Also don't forget to setup SigmaPro Everest.  It's a Windows application your team members can use to interact with tickets.   And to be released soon is a new Android and iPhone app for SigmaPro.  These will be released with a new version of SigmaLive and very soon you will see a new CRM tool that will act as your customer master to get a high level view of where you stand with your customers.

I hope this helps.  Please let me know what can be changed to make SigmaPro work best for you.  The goal is to make the tools as easy as possible to help you manage your customers, projects and support so that you can focus on your key business.

A new version of the SigmaPro Help Desk was just released that I think will give you exactly what your looking for. 

The core SigmaPro version 9.0 doesn't yet have an ETA yet; it's dependent on the new CRM Module, SigmaLive modules and the new extensions (Windows 8, Mac, Android and iOS apps for SigmaPro).  The current Windows and Windows Mobile apps will be replaced first followed by an Android app.  There will also be a version of Vescor released specific to SigmaPro so that you can get real time project and support metrics on your Android.  You can do that now with Vescor but this version will require a lot less configuration for to pull SigmaPro metrics.

The feature list for SigmaPro 9.0 is massive and 2013 is dedicated to "mostly" SigmaPro and related modules/apps with many releases throughout next year.  

But what I can give you an ETA on is a new feature to the SigmaPro Email Monitor that will let users and team members update tickets via instant messaging (SMS) from their phones.  This is part of an extension to Axon that will be released next week.