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It's not easy building that project-management app that is usable by both geeks and customers.

We (http://countersoft.com) are pushing the approach of a single tool for both project tracking (geeks) and ticketing (customers). It's not easy to say the least because customers love to just do everything in email!

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There's different use cases. There are high-level / strategy oriented task systems and low-level microtask work systems that tend to have more specialist features for getting shit done baked in. As payware goes, JIRA is a pretty well-rounded high-level one. Gitlab seems fairly popular for dev work because it emulates much of github and is more integrated with source control (getting shit done) than say redmine.

The enterprise use-cases have to manage immensely more complexity than F(L)OSS projects, but at the same time, they want the agility and features of those lightweight services. (Without forgetting to CYA: document and hide as much information as possible.)

But in a sense a ticketing system is a double-ended marketplace of work: supply (fixer, be it IT, marketing, sales, admin) and demand (customers, be it internal or external).

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