That's something I want to explore a little: I know how I think people interact with SimpleDesk, both as users and staff, but I may be a million miles off the mark, so I'm curious how you guys as site admins find it to work with, how it fits into your site structure, as part of your service delivery and so on.
Feedback from your staff and users about how they find it would be really appreciated too.
We've just started using SimpleDesk on a project site I run, though it's not exactly being used as a helpdesk per se. We've migrated to SD from Project Tools (0.3, for reasons I won't go into, that site was still running 2.0 RC1.2 until about 13 hours ago)
It's a private site, the consequences of which are that for the most part privacy is a non issue. For what we're doing, SD is slightly better looking (at least, it fits with ModernDark32 better out of the box) but the one feature we've moved to SD for in preference to PT is ticket relationships (which is already done in 1.1)
So, yeah, on the one site we're actively using it on, we're not using it as a helpdesk as such. Migration from PT wasn't so hard because we didn't use most of the features, and the ones that we did use (categories, bug/feature status) should be able to be emulated through SD's custom fields when that gets finished.