We are a small development team remote from the corporate headquarters in Bangkok, Thailand. Projects being developed in California are tightly integrated with Bangkok projects and services like QA, Operations, and IT are handled by Bangkok team members. The time zone difference and physical distance makes it easy for the extended team members to lose track of the status of open issues.
Communication on issues is done directly in the bug, so everyone always has the full discussion history. No more partial history as people get added and dropped from emails. Having one tool that is customizable so different content can be shared based on group criteria has meant a user only sees what is important to that team. We all know what the priorities are for the release, and issues/features moved out to future releases are being tracked.