Support requests: How software gets better

Any recommendations for keeping track of email support requests? I'm getting beyond the point where I can just reply straight from gmail. Ideally something I can just self host to avoid a monthly fee, but I'd be open to paying for a really good solution. Has anyone had any luck outsourcing support questions? Especially for support emails in the middle of the night, it would be nice to have someone answer basic questions and then escalate the difficult ones to me.

Very true. We have been used customer's feedback as a primary source of ideas for growing our software products. Instead of copying features from competitors, listen carefully to the questions and requests that your customers have.<p>(It's also often that customers will sponsor new features just to get them faster)