long time forum stalker here - now finally with a question I think is best posted here.
Weve looked at known top ticket-systems up to now (FreshDesk, Jira, Zendesk, etc), but there are some important points that we cant find any good answers on.
From the top down: Were looking for an internal Ticket-System that is a good match for our small dev-company (>10 employees). We have a niche industry software that we have been developing alongside our customers for a good few years now. We keep our software standardised across all customers - so very little to no differentiation between them (no ugly [if (customer)] or [case customer] shenanigans). Being so small, the guy that picks up a todo from a customer is often also the one who does the final fix-commit - we really dont need such a big software package or convoluted eldritch multilevel heirarchical do-everything package - were simply looking for a solution that can pick up some loose-ends
With that philosophy, we quickly come to...
Point 1: Have tickets that can pertain to multiple customers at once. In some of the systems weve looked at so far, it very much is possible - but how they do it is somewhat convoluted and sounds a bit overblown for our purposes.
Point 2: Tickets leading to further Tickets. As some of us have surely lived through - some "hmm, thats funny" moments lead to some pretty wild and strenuous goose chases that end in "yeah no, this algorithm is crap - we need to rewrite this". Up to now, we havent been able to find out which systems have ... well, ticket chaining and legacy tracking, for lack of a better phrase.
Point 3: Feature/Interaction/Version tracking. While this could be a simply .xlsx sheet in conjuction with version numbers, Meeting summaries, etc - it would be a massive help if this could be seamlessly integrated into said ticket system on an at-a-glance basis. Things like feature/change requests, which version and features the customer has, customer-specific info or specific contact adresses etc.
Those are the main points - there are some nice-to-haves but those are just some extras. We dont want to constrain the choice of software just because Frank wants a cupholder x). Weve also talked about building our own system with Azure PowerApps and PowerAutomation, though why reinvent the wheel, we figured
I must also admit, Im somewhat insecure about this subject - things that I would think are relatively self-evident dont seem to be things that Im finding searching this subject on the net. Who knows, maybe these things Im listing are as basic as a car having doors and theyre not worth mentioning - or we here in our isolated cave are so arse-backwards that no software on earth can help us. Im also conscious about the fact that these things are reaching into multiple domains, from bug/project-management to documentation, to document management and to helpdesk etc ... but these are all loose ends.
So ... any suggestions?