We use Jira and whiteboard + sticky notes to track the whole process. Operational/support Items are tracked in a continuous "Kanban"-like process -- note "SUPPORT" area in the middle of the board.
Let me know if you'd like to know more, and we are hiring.
Here is how our SCRUM board looked at the end of the sprint (Fri last week)
Here is how our SCRUM board looks at the beginning of the sprint (Tue, 1st day of the sprint)