You guys should check out Jira cloud for bug tracking and support ticketing. It's not very expensive and it works really well. Your entire team can work bugs through the entire lifecycle while keeping the customers informed. Minecraft uses it so you can see it in action by googling minecraft support. My company uses it and we love it.
Ticket comes in to support
Support troubleshoots ticket and feels its a bug
Support sends issue on to QA
QA tests and confirms its a bug
QA send to Dev to fix
Dev sends fix to QA
QA tests and sees bugs resolved (or not and sends back to Dev)
QA updates the bug and Support is notified
Support updates the ticket and the customers are notified
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