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Comment by matthewsimon | Hacker News Reader

RT is very full-featured and customizable, although it has a few rough edges and can take some time to learn. It's open source and is also available in as a hosted service. http://bestpractical.com/services/hosting.html

FogBugz is decent -- not as flexible as RT, but may be a bit easier for non-techies to get started with. It's also available in both hosted and installable versions. http://fogcreek.com/fogbugz/

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RT and FogBugz both suck. You have to click 3-5 times to get a request filed. That gets annoying real fast. Check out my comment below about Helpspot (and no I don't work for them either :)

I've been using RT for a while now. If you have to click that much it's because of the way you've set things up. You can even do most all the single-ticket operations (opening, updating, resolving) through email. I know a few admins that regularly manage dozens of tickets at a time without ever using the web interface.

RT is very complicated. I used it at the company I used to work for...lots of complexity and probably more power than you'll need.

I haven't heard anything about FogBugz, but maybe if we buy enough things from Joel Spolsky I won't have to read about him every single day

I second FogBugz. I especially like the one-click time tracking for working on cases, and how it integrates with evidence-based scheduling:

http://www.fogcreek.com/FogBugz/LearnMore.html?section=Predi...

I've no experience with RT, but a quick look seems to indicate it's more ticket-based, whereas FogBugz covers more areas (wiki, integration with version control s/w, etc.).

(And no, I don't work for Fog Creek.)

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