Outlook for Helpdesk?

[Pavel Zika]

Please have somebody an experience using Outlook and
Exchange Public folders as a tool for managing Helpdesk
calls and/or user's requests for IT services? For
instance logging calls, associating email messages with
tasks, call clasification, archiving etc.

I tried to design some custom Outlook forms and I am not
sure if Outlook and Exchange is the right tool for this.

Thanks for any idea, links, samples, ...