Like Zoho, we're a software company that markets an SaaS product.
We frequently get feature requests that come from the support system.
My technicians have a responsibility to listen to our customer requests and add them.
Right now the only way to do that is with the Zoho Bug Tracker - but a request is not really a bug.
However, we need to track them in a very similar way.
We also need to know just like Zoho which customers are requesting the same features so that we understand the customer demand and can prioritize our requests. For example, if 1 person wants a feature vs 100 people wanting a feature, we need to focus on the commonly requested feature.
A request (and even a bug) should be a common item that can be attached to multiple customers. In this way, when we add a requested feature or fix a reported bug, all customers who requested the feature or reported the bug could be notified.