Bugzilla is a popular bug tracking & defect tracking software. It has a broad range of features, and is free to use.

So why look for an alternative?

First, Bugzilla's user interface is not very user-friendly. It requires some comprehensive skill set to get used to Bugzilla's interface.

Second, Bugzilla is a comprehensive system offering you wikis, forums, and other features. As a small to mid-sized business, using Bugzilla might just be an overhead. Especially if you just look for an easy-to-use bug tracking system.

Third, Bugzilla is hard to use for non-developers, and not so tech-savvy people.

If you are looking for a Bugzilla alternative, the Usersnap bug tracker is an ideal replacement.

Bugzilla Pros
→ Great system for extensive defect management
→ Modifications & customizations
→ Open source community

Bugzilla Cons
→ Great investment & commitment up-front
→ Old school user interface
→ Not SMB-friendly
→ No screen capture feature

Usersnap Pros
→ Great system for small- & mid-sized teams
→ Easy setup & simple to use
→ Screen capture
→ Additional meta information to every bug report