[hnarn]

I used to work at a company where incoming support tickets were just another jira project (FOO-123), it worked great because you could then relate the tickets to actual work items (BAR-123) and while the support tickets weren't public for obvious reasons, the work items were, so customers could easily follow the progress of the work item without having to re-contact support.

My impression was that this level of transparency was extremely appreciated by customers, even in cases where bug fixes were marked as "won't do", usually with a workaround of some kind. This in itself also becomes an invaluable knowledge base over time, not to mention all the other benefits you get from support and engineering tracking their work in the same application.

But of course, like all good things it didn't last, because the company was bought by some other company that thought it was absolutely insane to publicly admit that your software had bugs.