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I am looking for a tool where customers can commit any software product related tickets such as "How do I start the application?" or "There is a bug XY".

From the latter the support members should be able to create something like a bug report or work item that developers can work on.

Ideally, there is some version control like in Gerrit, so developers can make a VC (Git) commit to a bug that provides a fix and there is the ability to push several patch sets to it.

Afterwards, if the bugfix is accepted the developer should be able to send a message to the customer who opened the ticket.

Are there any experiences? Especially with Open Source tools?

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The FAQ discourages questions about tool recommendations. On top of that, I'm not sure that this is a question about Project Management. (there are project management implications....) However our standards on tool recommendations are evolving, so I'll take this to chat meta.pm.stackexchange.com/q/556/4367 – Mark C. Wallace Dec 13 '12 at 16:05
I'm voting to close this question. Please feel free to edit your question to avoid polling questions or "shopping list" answers, and focus your question on your project management process. Editing your question may avoid closure, or get your question re-opened if it has already been closed. – CodeGnome Dec 13 '12 at 16:52
Hi besta, welcome to PMSE! I'm sorry, I have to close this because these tend to turn into lists, which really don't fit well with the idea of voting the best solutions to the top. However, I think you might find what you're looking for in some of our older high voted pm-software questions. Hope this helps! :) – jmort253♦ Dec 14 '12 at 3:57

closed as not constructive by CodeGnome, Matthias Jouan, jmort253♦ Dec 14 '12 at 3:53

As it currently stands, this question is not a good fit for our Q&A format. We expect answers to be supported by facts, references, or specific expertise, but this question will likely solicit debate, arguments, polling, or extended discussion. If you feel that this question can be improved and possibly reopened, see the FAQ for guidance.

1 Answer

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We used the Mantis Bugtracker for some years. It is Open Source and quite configurable. Its focus is on the software development side but it does not support the user concept of 'outside customers and inside staff' out of the box (could be implemented through the right user role/access configuration). Tracking of code changes via integrated version control is not available either.

Right now we are moving over to Jira and its ecosystem of addons. It is quite pricey but from a first look it does deliver a better user experience. Together with Bitbucket for code tracking it might be worth a look for you.

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