Is Bugzilla right for us?
My company has been instituting an extraordinarily over engineered ticketing system for internal users, and are now taking it a step further by implementing it with overseas vendors. I strongly believe that this is the wrong system, and think Bugzilla would be a better fit. Perhaps somebody here with more experience could help me with the evaluation process (I've read the web pages, but am interested in real world experience).
- We have about 50 users in the US who will be fielding tickets from over 1,000 vendors
- The vendors cannot access our internal network - so we need something web based with data outside our firewall
- We'd prefer to have precanned problem types/codes to keep things consistent, for metrics/reporting (but this is not a deal beaker)
- We need to be able to either directly assign tickets to users (either vendors or employees) or have them available in some sort of "unassigned" queue
I'm reasonably sure bugzilla can do all of this, as it seems pretty rudimentary to me, but wanted to check with you who have more recent experience with it.
Thank you in advance for any guidance!
Bugzilla is not a ticketing system
Personally I hate Bugzilla. It has a very flat db schema making it very hard to work with. It's hard to do relational queries from a performance standpoint because most complicated join queries will most likely join the main table onto itself.
Out of the open source ones, Mantis is one of the better ones.
Personally I'd probably prefer Jira since there's tons of plugins and a managed hosted version so you don't have to worry about uptime, updating, and deployment.
Thank you for the feedback - very much appreciated!