Phil discusses bug tracking tools. I've used a number of bug tracking tools, both free and commercial. The commercial ones weren't particularly very good either.
In fact, one of them, which I won't mention by name, was so horrible that had I been a part of the company that produced it, I would have been embarrsed by the product, and would have strongly recommended that customers use something else. It's UI had unlabeled fields that you couldn't type into (only one of the fields allowed that), no scrollbars -- to get to bug 60, you had to click Next 10 times -- and you couldn't search by word, you had to search by selecting from a list of criteria. In addition, there were two different classes of bugs. Both were entered and modified in a similar way but with subtle differences in UI. In one bug type, you had no search capability whatsoever; in the other you had to save a bug in a different fashion. A key problem with that was that both bug types used a separate list of indices, meaning there was a bug 45 of one type and a bug 45 of the other. At least, I think there was. The email notifications didn't make it clear which kind it was, so you had to look through both types -- involving many presses of the Next button. Oh, and did I mention that you couldn't resize any of the windows? To top it all off, our company didn't want to pay for a separate license for everybody, so we only had one account per team. It's great fun when you can't reassign a bug to a particular person.
Phil doesn't like Bugzilla. He says:
So how did I manage with it as a user? Trying to see if a bug had already been logged? Failed. Simple search to return all bugs? Failed.
He didn't mention what installation of Bugzilla he was testing with. I assume he was using bugzilla.mozilla.org. In Bugzilla's defense, neither of the two failed cases would easily pass on any system with over 200 000 bugs logged in it. One just can't easily narrow down a search from 200 000 to just one bug that easily. And displaying a list of all bugs? Er, no. I'm pretty sure that's wouldn't be a good idea.
Bugzilla does have the advantage over some other tools I've used in that you can easily bookmark searches and bugs. It also has a commenting system which is clearer. While it does have a lot of fields on screen, many of them aren't actually necessary in a non-Mozilla situation. Many users wouldn't need a patch review/acceptance system, for example.