Axosoft has improved our bug tracking and support incident tracking by making everything easily accessible and visible.
Easy to configure and easy to use. Many customizations, security options. It's especially nice that you can copy a Support Incident to a Work Ticket. The right-click menu makes everything easily accessible!
The only thing I can think of is that I would like to see time tracking (Estimate and Work Logs) for each Work Type and then the total. We can currently only track one value, so we track our bottleneck, development. QA and Documentation have to enter work logs with 0 hours or it skews our estimate v. actual analysis.