A Bug's Life

I'd suggest a web-based ticketing system that interacts well with email, especially allowing replying to an email to update the ticket cleanly, so often the products clutter the ticket with email guff, or refuse to actually put anything useful in emails, forcing you to open web links instead. No idea about specific software, as I assume you are on Windows.

As far as procedure goes, do you want users to raise tickets, or will you raise them on their behalf? Do you need your changes reviewed. Do you need to produce metrics for management on how you are doing (hopefully not). Do you need to interact with other ticketing systems, like other people's bug reporting systems? What levels of read and write access are needed, is any information sensitive? Do you want it to produce todo lists, visible on a web page, or emailed to you?