Hello All,
I am Head of Services at a small start up and we are looking to modify our current process for bug tracking, customer support defect tracking. 
We use Sales Force but not all of the functionality and we use BUGZILLA for our engineering and customer defect tracking.
Does anyone have suggestions of a better solution and combination of products?

My ultimate goal would be to allow our customers access to a knowledgebase to answer as many of their questions in an online self-service mode.

Thanks in advance for the help!

Cameran H.