We are currently using Bugzilla for our Defect Tracking.
It's a decent solution (and of course the price is right!)
Our company uses Salesforce.com for Sales and Customer Support.
It all works well except for a weak spot at the interface points. Currently if an issue comes in to Support, and it turns out to be an actionable bug or enhancement request, the Support Rep must write a Bugzilla Bug Report (usually a simple cut-and-paste task).
Next week, we have a consultant coming in to talk about extending our use of Salesforce.com - potentially to Dev/QA as a Defect Tracking system, and to IT as a Ticketing system.
Anyone else have experience using Salesforce.com this way?
Good experiences or bad?
Any recommendations should we decide to go ahead?
(Note: I do not want to build an interface between Bugzilla and Salesforce.com. I've had experiences mashing together systems this way - all bad.)
Re: Using Salesforce.com as a Defect Tracking system?
No, I haven't.
The company decided not to purchase more seats of Salesforce.com at this time. So, for now, I'm sticking with Bugzilla.
I'll revisit this later, since I think there are compelling reasons down the road to have almost everyone gain Salesforce.com access as a common platform. Once that's done, it will be easier to justifying moving defect tracking there as well.