>Hi All,
>
>We currently use AutoTask to control helpdesk tickets , SLA reporting and CRM. But it's project and task management is not good so we also use OneNote shared notbooks to control the devleopment/testing/QA/release of product updates.
>
>I can't help thinking there must be a better more integrated way to control customer support tickets and bug resolution?
>
>What does everyone use and what are it's good/bad points?

I've worked a little with SugarCRM 5.5 (haven't looked at the current 6.0 yet). It's strong on CRM, has some issue tracking functions but AFAICT its project management is non-existent or rudimentary.

UDPATE: its project management may be better than I thought, I haven't had cause to look at it yet:

http://www.sugarcrm.com/crm/products/capabilities/collaboration/projects.html

Still, the Community version is free/open source, and it may be worth contacting them to find out if it would meet your needs. My understanding is its popularity is exploding, and on the CRM side at least, it's good enough that it has some of the big boys in CRM seriously scared.