如何获取最终用户（客户）对定制开发项目的反馈
我的公司是一家针对多个项目的定制开发商店，有些项目较大，有些项目较小。 目前，我们通过电子邮件处理所有客户沟通。 因此，我们通过电子邮件发送设计文档，他们对其进行标记并将其发回。 然后我们推出了他们产品的测试版，他们通过电子邮件向我们发送任何错误、新功能等。等等......
当我正在努力实现一个新的错误跟踪系统时（看起来螳螂是对的）现在），我想知道如何才能最好地为客户提供与我们的开发流程的接口，以便更好地跟踪功能请求和客户提交的错误，并将我们的响应传达给客户。
如果有人知道一个错误跟踪系统在这方面做得非常好，我很想听听。 否则，我只是在寻找一些通用准则或良好的商业实践，使您的公司能够有效且高效地与客户互动。
更新：我的公司使用 LAMPP 堆栈，由于我们是一家预算有限的小商店，我们倾向于坚持使用开源和免费的工具。
大多数人是否使用 Team Foundation Server 来处理此问题或来回发送电子邮件？
My company is a custom development shop for a number of projects, some larger and some smaller. Currently we handle all of our client communication through email. So we email a design doc, they mark it up and send it back. Then we roll out a beta version of their product and they email us with any bugs, new features, etc. And so on....
As I am working on implementing a new bug tracking system (it looks like it will be Mantis right now), I got to wondering how we could best allow our customers an interface with our development process that would provide better tracking of feature requests and client submitted bugs as well as communicate our responses back to the client.
If anyone is aware of a a bug tracking system that does this exceptionally well I'd be interested to hear of that. Otherwise I'm just looking for some general guidelines or good business practices that have allowed your companies to interface effectively and efficiently with your clients.
UPDATE: My company uses a LAMPP stack and as we are a small shop with a limited budget we tend to stick to tools that are open-source and free.
Do most people either use Team Foundation Server to handle this or emails back and forth?
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我认为关键是要有专门的错误/请求跟踪系统，并建立一套沟通流程。 至少，您将开始获得一致的反馈。 从那里您可以对其进行调整以满足您的特定需求。
顺便说一句，我强烈建议您不要仅使用电子邮件进行交流，而是使用 BaseCamp 之类的网站 项目管理工具。 我发现它对于向客户传达消息、文档和时间表有很大帮助。
I think the key is to have the dedicated tracking system there for bugs/requests, and to establish a set process for communication. With that at minimum you will start getting consistent feedback. From there you can tweak it to get your specific needs.
As an aside, rather than just using e-mail for your communication, I strongly recommend going to smething like BaseCamp for a project management tool. I find that it helps greatly with keeping messages, documentation, and timelines communicated to the client.
如果您使用的是 Team Foundation Server，我建议您安装 TeamPlain Web Access 。 它们允许您向 TFS 项目公开 Web 界面。 唯一剩下要做的就是向您的客户授予权限以及用户名和密码。
另外，还有一些付费工具，例如 FogBugz。 当然，最主要的是必须将错误报告工具直接链接到源代码管理，以便开发人员可以轻松修复错误。
If you are using Team Foundation Server, I recommend you to install TeamPlain Web Access. They allow you to expose a web interface to your TFS project. The only things left to do, is give rights to your client and a username and a password.
Otherwise, there is some paying tools like FogBugz. Of course, the principal is having to bug reporting tools directly linked to your Source Control so that the developers can easily fix bugs.
尽管我不知道任何特定的工具（至少没有开源工具），但我建议您建立一个系统来涵盖您的整体需求收集和实施过程。 可以在系统中跟踪需求，该系统还包含设计文档（可以从系统“签出”和“提交给”系统）。 这样，您就可以解决设计文档多次修订的问题。 此外，可以轻松跟踪设计文档和要求。 如果该系统链接到您的源代码管理系统，您还可以简化您的开发流程/需求跟踪。
Although I know of no specific tools (at least no open source ones), I suggest that you setup a system which will cover your overall requirements gathering and implementation process. Requirements could be tracked in the system, which would also contain the design documents (which could be "checked out from" and "committed to" the system). This way, you would tackle the problem of having multiple revisions of design documents around. Addionally, the design documents and the requirements could be tracked easily. If this system were linked to your source code management system, you would additionally ease your development process/requirements tracking.
另一种可能性是协同使用两种产品，这是我们目前由 12 人组成的团队的设置：
osTicket< /strong> 来自客户的传入请求
redmine 开发票证
Another possibility is to use two products in concert, here's our current setup with a team of 12:
osTicket for incoming requests from clients
redmine for development tickets