Once you have a team of developers and a product or a service to support, tracking tickets and issues become quite a big headache. Managing issues using e-mail or some flat documents becomes unsustainable the first time some important issue gets neglected and the CEO freaks out. Programmers love to use tools to solve their problems, so they have developed hundredths of different ticketing and issue management solutions. I've used Bugzilla and Jira at my previous jobs, while at Zemanta we have used Trac. Unfortunately, our Trac has become neglected and consequently our management of tickets and issues deteriorated back to e-mail and flat documents based "system". We have partially solved our problems with managing development tickets by developing TicketTracker, but TicketTracker is not suitable for support issues. We were considering resurrecting Trac, but Trac is developed by programmers for programmers, and is consequently not very fun to use. Some months ago a few of my coworkers started to experiment with Trello to manage their process and the first results were very encouraging. Trello is an on-line service that enables organization of your work using boards, lists, and cards. It has very intuitive and easy to use interface, that is quite fun to use. It's functionality is very limited, but I consider that as an advantage, since it gives me hope that even our CTO could use it (Andraž just hates complex input forms of Bugzilla or Trac). Trello makes up for the limited functionality in user interface by providing a powerful API, that enables development of additional functionality. And since Trello is already quite widely used, many people circumvented Trello's limitations by developing browser extensions that provide functionality not found in Trello. For example, there exists a chrome extension called Trello Scrum, that adds option of attributing story points to Trello cards. And did I mention that Trello is completely free (as in beer) to use?

For now, we are in a very experimental phase of Trello adoption. The feedback of my colleagues has been so far very positive and we are starting to use Trello for increasingly more use cases. I guess we will know in a month or two, whether Trello is a right solution to support our process, or will we have to look for something different or even develop it ourselves.