I think any project that could have multiple issues requiring resolution, especially on an ongoing basis deserve an issue tracker, also known as a ticket system.
I have found that most trackers can be divided into:
I tried the software and it installed on the server like a dream. It was simply a matter of creating an empty database and user on my MySQL server, unpacking the server component to a directory on my webserver, and running the simple web-based installer. Many applications try to install this seamlessly, but few achieve it without a snag or two.
I was thrilled to discover that not only is the client available as a portable application, but it is packaged in PortableApps (paf) format. It's no secret that I'm a huge fan of PortableApps.
Unfortunately one feature it doesn't have, one that I consider a necessity is an inbound e-mail gateway, so that users can create new tickets and update tickets simple by sending an e-mail to email@example.com.
Of course the beauty of open-source software is that contributions are welcome. I have joined MichaÅ‚ MÄ™ciÅ„ski and the WebIssues team to add an inbound e-mail gateway.
MichaÅ‚'s code is very clean, and I was able to add the new functionality in about 10 hours. It is currently being tested at my site, and I'll merge it with the rest of the project when it has been thoroughly tested. It will still require another 20-30 hours to smooth out the rough edges and document it.
WebIssues started in 2005 as MichaÅ‚'s master's thesis. He made it available publicly in 2006 and it won the Qt Centre Programming Contest in 2008. The current branch was released in December 2011 and the latest release, 1.0.4 was released just a couple of months ago.
If you are considering a ticket system, please take a serious look at WebIssues.
If you think a system like this would be useful in your business but you don't know where to start, please contact me.