Ask HN: How do you track/solicit/manage customer bug reports?

[jamesbritt]

Having released a desktop app (www.getjotbot.com) we've been getting some bug reports from users. One person asked if we were planning on having a formal bug reporting system (other than E-mailing us directly).

I've used assorted bug trackers for dev work, but none of them strike me as suitable for the typical end-user of a product.

Any ideas on how to best manage bugs reports/suggestions/whatever from customers?

[Hates_]

Maybe something like http://uservoice.com or http://getsatisfaction.com will suit what you need.

[jamesbritt → Hates_]

Thanks. These look pretty good.

[cperciva]

At the moment I'm just keeping tarsnap bug reports (very few) and suggestions (lots) in a "TODO" file -- but I'm thinking about putting up some sort of public bug/suggestion tracker soon. I'm not sure which system I'll use yet -- probably whichever I can get installed the easiest, given that my requirements (being the only tarsnap developer) are pretty minimal.

[jamesbritt → cperciva]

I'm thinking I want something that users can use to see what's already been reported, and what's being done about it, and to (maybe) allow discussion about the app.