Bugzilla and other ticket tracking software

[IllegalArgument]

There company I work for it not very happy with our ticket tracking software for various reason.

I was wondering what experience the forumites had this type of software. Bugzilla, for instance, is nice and of course free, but it doesn't have a customer front end. Pretty much the only saving grace of our current software.

Suggestions? Experiences?

[Mongrel]

We use Fogbugz (http://www.fogcreek.com/FogBugz/index.html)internally at work, not sure if that's the sort of thing you're looking for but it's easy to use and customise

[kevin]

I can't say I'm overly impressed with bugzilla. I've found it very difficult to use on a simple "hey I have a bug to report" basis.

I've heard about FogBugz and was going to recommend that too (haven't used it myself, but have done some preliminary investigation into using it.)

We use remedy at work. We don't have the actual help desk implementation (yet) and our home grown solution sucks but solutions with the fuller product look pretty good. It's also expensive from what I've heard.

http://www.remedy.com/

The financial package I use (Moneydance) uses Trac. It's basic but not too difficult to use from the customer side (no idea about the developer side). Demo here:
http://trac.moneydance.com/trac/query

The Horde project has WHUPS available. I haven't used this particular component, but I use their IMAP web server and like it a lot.

Info Here:
http://www.horde.org/whups/

Demo here:
http://bugs.horde.org/search.php

[Hellbound]

We used to use rememdy, but recently switched to CA Tools-Unicenter Service Plus. It's got quite a bit of customization available, seperates requests into various groups and functions, etc. Also, it's entirely web-based, meaning you don't have to install software on any client systems. Offers various views and reports in the system, and the user interface is fairly simple. Seems to work well for us, but I have no idea of the costs or possible installation issues. You can get info at http://www3.ca.com/solutions/Product.aspx?ID=191 .

[gruk]

There company I work for it not very happy with our ticket tracking software for various reason.

I was wondering what experience the forumites had this type of software. Bugzilla, for instance, is nice and of course free, but it doesn't have a customer front end. Pretty much the only saving grace of our current software.

Suggestions? Experiences?

I've used both Bugzilal and RT for work (about 1.5 years of each) and we're now using an in-house ticketing system taht interlinks with customer data and services, so it's easy (or at least easier) having everything related to the ticket up-front.

I've used Remedy in the past, but in my experience (this was about 6 years ago, it's hopefully changed) there's almost no support for workflow in Remedy (having worked for a company making documentation management software, I know lack of workflow support when I see it).

[Angus McPresley]

We use Jira (http://www.atlassian.com/software/jira/) extensively, which I highly recommend. I have yet to hear a complaint. It's $1200 for a standard license, I think, so it's not for the hobbyist. But you get what you pay for...