Right now our "ticket" system is an email alias to our small group and a
policy that we CC the alias on replies.
For current volume this is fine. Things fall through the cracks, but
only rarely. However, at our current growth, it is not hard to
extrapolate to a problematic future.
I'm curious as to how people use ticket systems and their bad
experiences with ticket systems. "How" and "why" are more useful right
now than "what". I'm not especially interested in "request-tracker
rocks!" or "No! otrs rocks more!"
I've heard people say that it is nice to have system created tickets,
(naigos reports webserver down) or to have master tickets. (10 people
complain about webserver down, close master ticket and close linked tickets)
I'm also not sure of where the line between a ticket system, project
system and a bug tracking system lies or should lie.
I've worked places where people game the system. A good evaluation comes
from closing lots of tickets, so people are motivated to close tickets
rather than solve problems. There are also some disincentives to put
hard-to-solve problems in the ticket system....