How to organize the collection of issues from tickets to the bug tracker as efficiently as possible?

Question

Software testing

Please share your experience of the most effective collection of user problems (using carrier-class and enterprise telecommunication equipment) and filtering them for bugs (and, accordingly, entering them into the bug tracker for developers) and user errors themselves.
I described it somewhat chaotically, but in general, the problem is that it is necessary to automate as much as possible the flow of information in the "trouble tickets - bug tracker" link. The issue has become acute due to the fact that

• there are bugs :)
  
• employees generally have holidays :)
  
• there is a human factor
  
• the number of developers tripled :)
  
• we want to improve the interaction between TP services and developers
  

I would be grateful for links, books, articles.

Answer 1

The best IT practices are collected and taken into account in ITIL, and building technical support is the simplest, most understandable and well-developed part of it.
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