Tool for managing tickets from client

hi,
My Client has implemented SAP in June 2013.And soon after go live they have outsourced 100% work to some agency.
Now problem is that that agency dont have any tool to manage the requests which they are getting from the cleint to process in SAP.
All the Accounts payable ,Gl enteries,PO,GR,MIRO all these kind of transactions that outourced agency is doing.They are getting emails in oulook from the client saying "please process PO" with attached details,likewise for all other processes.
Using outlook is littele wierd because its big team of 50 people.If 50 people will use one oulook then that will hamer the efficiency and effect SLA's.
Can anybody suggest some local tool to be used by this agency so that they perform in a better way.
Solution Manager and HPQC are not perfect fir for this kind of scenario.
Awaiting for the replies.
Regards,
DS

Hi Deepa
You can go for HPSM tool.
About HPSM Tool:
HP Service Manager is scalable, robust software that’s core to the HP IT Service Management (ITSM) solution with incident, change, and other management process standardization, quality service delivery and support, and enhanced agent and end-user support. Providing a single communication hub, Service Manger enables IT to work as a single organization governed by a consistent set of processes, scaling from medium-sized environments to the large enterprise. Its robust functionality is based upon built-in ITIL best practices that enable self-service and provide controls for the cloud.
Best Regards,
Avinash Gholap

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