Whenever we hear 'Ticketing Sytem' we think Service Desk, Help Desk, Customer Support etc
A ticketing system is a way of logging activities in a centralized repository, giving traceability, searchable content and at-a-glance status reporting.
So why reserve all that functionality for help-desk services - when any team or project has the same requirements? The alternative is juggling disparate spreadsheets and emails.
It requires a shift in thinking, it shouldn't be seen as an overhead, but more as 'the' working tool for documentation, progress reporting and time tracking. When everyone understands these benefits, you shouldn't be able to ask anyone to do anything without hearing 'what's the ticket number?' If you can get everyone to end their day with a quick update of the tickets they worked on, the status, time spent, time remaining - you are a lot more informed than waiting for timesheets at the end of the week.
Don't get tied up in the tool, get started with a vanilla SaaS offering, or a prebuilt VM*, until you are used to the concepts - you can review the tools and functionalities down the road, but any basic tool will get you started. It's probably not going to replace your project plan, so don't expect it to do everything, but it is likely to provide more accurate input to track your project progress.
Add time tracking to tickets that syncs up with time sheets and project management tools - increase consistency, reduce burden of time recording.
Add priorities and dependencies to the tickets and everyone has a consistent view of what needs to get done.
Add two way email notifications and the repository gets richer by capturing all those conversations around a theme.
Add a desktop timer to easily 'punch-in' and 'punch-out' time spent on tickets.
Get up and running in minutes (literally!) with:
* Amazon Redmine AMI / downloadable VM
* Amazon OTRS AMI / downloadable VM
* Redmine online