Yeah. Open source seldom realizes it needs the same infrastructure as a commercial product: separate project management issue queue and support issue queue.<p>What are we doing next, what version did we fix Y in, what VCS branch are we working on Z in, who is working on X, etc. are separate from Who reported problem, what version of the product do they report having used, what did they expect and what did they get, is that part of the design of the product, did they ever get back to us, etc.<p>The other problem is ill-defined roles. If everyone&#x27;s a developer is a support volunteer, is a user, then you can have people be pretty shitty and reflect on the project in a way that they shouldn&#x27;t be allowed to.<p>Random users should be able to file support tickets, but only to view project management tickets.<p>Only designated volunteers should be able to respond to existing support tickets and create project management tickets from them, these people speak as the public face of your project, that&#x27;s really really important to have a handle on.<p>Support tickets probably shouldn&#x27;t be public, for that matter.<p>Now of course this is all unpaid, volunteer -- I&#x27;m not saying any of these queues should have a defined SLA or anything. By all means keep project a bazaar -- let support queue handle outside feature requests and feedback and everything -- continue to have a public repos, roadmap and changelog, etc.