I think that the best product name is Clarify by Amdocs...which is a pretty good "Customer Relationship Management" (CRM) product (allows multiple communication channels, including voice, fax, wireless, web, email, etc.).

More info: http://www.clarify.com

For the purpose of handling technical questions that web managers or IT managers receive via two channels of web and email is probably fine to call it "desk sql", but I do agree that producing a company-wide enterprise package, a more intuitive name would be needed.
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Buh Bye!

Cheers,
Me