Hi,
I never found the optimal tool, responding to all my needs, and at a reasonable cost.
So I came to design my own tool for tracking project activity.
I published it as a freeware, and you can get it at http://www.deltaprod.free.fr.
It's not a full online tool. It is mostly a heavy client tool, for team member work, and provides a web GUI for customer acces to have a view on treatment of his request.
Just let me know what you think about it.