Well, I purchased the Sigma plus package to get the portal management tools actually, so I did not intend to use Sigma draconis initially. Nevertheless, I downloaded the module and tested under localhost. After playing around with it for a while, I can tell you these :

• It's not easy to use at all, both for admins and users. At first, I was completely at a lost and had to read the entire documentation, then downloaded the video demonstration and eventually I only had a superficial knowledge about using this module.
• It doesn't look good. Buttons displayed like a mixture in front of you and you wouldn't know what is what. Moreover, I don't like the color and positioning of the items also.
• It loads really slow.
• However, I have to admit that the module has a huge amount of features. You surely have seen them in the introduction section.

In short, I don't recommend using it for an online help desk or CRM. It won't suit customers who want slick-looking modules and are not patient enough to wait 10 seconds for a web page to load. It's quite reasonable to use Draconis in an Intranet or for a technical group of users wanting to manage their projects. Otherwise, you should find another module. There're alot of similar ones out there, I believe.

Hope this helps.

ActiveModules makes a CRM and heldesk module. If you want something basic (and free), check out SmarterTicket from www.smartertools.com