I have been looking at fogbugz.com, and, while really cool, I don't feel like getting caught in large fees if my group ever gets any bigger.
I also don't like the fact that it doesn't integrate by default with my favorite dvcs, mercurial
(If you don't know what an issue tracker is, watching the fogbugz.com video will fix that, and it's really funny).
Fogbugz has Evidence-Based Scheduling
, which is pretty cool. It also integrates with customers mail and has a primitive forum.
These are features that don't exist in free alternatives, such as trac
. But trac is open source, and it does integrate with mercurial.
Another free one that integrates with mercurial is Redmine
A nice comparison:Comparison of issue tracking systems
An easy way to try these systems without having to install them (pain) is jumpbox.com. It gives you a virtual machine running major OS projects (nice resource!).
Things that I want the system to do (quoting other people descriptions):
All e-mail to email@example.com goes through FogBugz which is a huge huge time saver for me. I can turn e-mails into bug reports, file them away, respond, easily see previous e-mails from the reporter, and generally do everything I need to do when I’m wearing my support hat. It’s all easy and does what I need and want it to do.
At Fog Creek, we typically create new cases for each bug and/or feature request in an email, leaving the original case available to follow the interaction with the customer wherever it goes. The convenience of linking new cases back to the original email makes it easy to see what prompted a certain case.