For many years, defect-tracking software was principally the domain of large software development houses. Most smaller shops simply relied on shared lists and email to monitor the status of defects. This procedure was error-prone and tended to cause those bugs judged least significant by developers to be dropped or ignored.
Integrated defect-tracking systems reduce downtime, increase productivity, and raise customer satisfaction with their systems. Along with full disclosure, an open bug-tracker allows you to keep in touch with your clients and resellers, to communicate about problems effectively throughout the data management chain. Many corporations have also discovered that defect-tracking helps reduce costs by providing IT support accountability, telephone support knowledge bases, and a common, well-understood method for accounting for unusual system or software issues.