Sorry I didn't give all that much information. The problem is I wasn't really given any clear direction. I suggested bug tracking, and the engineering department agreed it would be useful so I began researching it. As I said, though, the president prefers something which can be used as a full help desk solution. I think his main reasoning is that if we have something like that, it would be easier to train new product support representatives. I do agree, though, that keeping the two seperate should be the way to go and that's what I'm actually planning on suggesting on Tuesday when I head back to work.

As for some of your recommendations, I actually considered writing my own using our SQL Server database, but it would take too much time away from my current development and we're kinda in a crunch so I don't really have that option.

I looked at Bugzilla (simply because it's so popular), but it's only available on *nix and the network administrator prefers to stay with Windows.

As for Help Desk software, one of my main concerns is support. I don't want to buy from a company which is going to go out of business in the next year or two (as many small software companies do). I don't mind recommending a more expensive package (currently, we only need 5 licenses so even the expensive ones aren't too bad).

At this point, I'm most likely going to recommend we purchase FogBugz for bug tracking (for many reasons including support for Perforce integration, which we recently purchased for SCM). I don't know what I'm gonna do about help desk software, though. The product support team currently is using a custom database which works, but the president wants something with more features that's going to be less maintenance.

Thanks for your feedback so far and any other suggestions or feedback is greatly appreciated.

A.J.