What are some alternatives?
When comparing jtrac and osTicket, you can also consider the following products
Jira - The #1 software development tool used by agile teams. Jira Software is built for every member of your software team to plan, track, and release great software.
Freshdesk - Freshdesk is a cloud-based customer support software that lets you support customers through traditional channels like phone and email, social channels like Facebook and Twitter, and your own branded community
TeamClerk - Team Clerk is project and task management software that automatically keeps your team organized and monitors progress of all of your projects and tasks. Let us organize what you do,so you can focus on why you do it.
ZenDesk - Zendesk is a beautiful, lightweight help-desk solution.
Bugzilla - Bugzilla is a "Defect Tracking System" or "Bug-Tracking System".
HelpScout - Help Scout is a simple, straightforward way to provide excellent support