At the moment support requests / bug reports made by customers are coming in by mail. It is getting harder to organize priorities and stay at the helm of all this. So I am looking for bugtracking(?) tools. Not all reports are bugs of course, sometimes it’s just feature request or support requests.
So my question is: whicht open source bugtracker / support request handling tool do you recommend? I know Mantis which seems to be my front runner for a more elaborate evaluation, but I already worked with it (as a reporter / contributor) and found the GUI a little cumbersome. Another issue is that I thought about using the tool for multiple website projects of different customers.
Intuitively I would prefer to run only one instance of the tool for all projects to have a better overview of all critical issues (independently of the project). Of course customer A should not be able to see customer Bs request (but every customer can have multiple reporting accounts) Is Mantis able to handle that? Can you recommend any other alternatives?
P.S.: I heard about Jira, but I will try to find a free tool for my first try.
It’s possible to use email with Mantis, so that you can get incoming email (directly or by forwarding) to Mantis.
Then you can have a workflow in Mantis, f.ex. have an incoming project and customer projects, and you can send email with bcc Mantis and subject containing issue number (I use [1234] as a pattern).
I haven’t used other issue trackers as much, but my experience with a customized Mantis is good regarding different kinds of issues and using with email.