Instantly convert your team’s incoming support emails into incidents with OnTime Help Desk. You can set up an email account for your support team in OnTime, that instantly converts incoming emails into incidents, which can be pushed through the workflow so your team receives the proper notifications.
OnTime Help Desk also provides a centralized location for your support team to keep track of individual contacts within customer organizations. With just a click, your team can filter the incident list to show only those communication with a given customer or contact. Doing this helps put your relationship with the customer in perspective so you know if there are existing unresolved issues, how many times they’ve contacted support, and what types of issues have come in previously.
Canned responses and conversation threads
Most support departments will have commonly asked questions regarding their products and policies. Even though some parts of a customer response may be unique from case to case, other parts may be identical in nearly all cases. That’s where canned responses come into play. Canned responses are perfect for frequently asked questions lists, answering common questions (like password resets or pricing information), and providing a list of useful resources.
Emails retrieved by OnTime are maintained in threads to keep conversations intact. These emails are associated with the appropriate help desk incident (or defect or feature). All OnTime users with the appropriate security level can view these conversations, bringing them up to speed instantly when the need arises. This is ideal for knowledge-sharing. Now management, development teams, QA, and help desk/support staff have a single location for storing and accessing conversation threads, as well as the ability to feed emails directly into assignable action items.
Integration with other components
To streamline the relationship between your support and development departments, OnTime Help Desk integrates with the Scrum and Bug Tracker components. That means the support team can convert any incident into a user story or defect instantly, so every customer submission is acted on right away. This seamless component interaction improves your processes and ensures nothing slips between the cracks.
A self-service Customer Portal
OnTime Help Desk's Customer Portal gives your customers a personalized site where they can track and report their own incidents. If your team also uses OnTime Scrum and OnTime Team Wiki, they can get limited access to backlogs, releases and wiki pages as well. The security settings are controlled from OnTime Help Desk and ensure each user has the appropriate clearance to view or edit items. By default, the items you track in OnTime are not visible in the Customer Portal, but you can make them all public or limit it on an item-by-item basis.
OnTime expands with you
By providing core capabilities that empower teams to ship software faster, OnTime has become the best project management tool for Scrum development. OnTime can also expand its offering as a complete agile solution with its defect tracker, a service desk and Customer Portal and collaborative wiki components. All of these elements integrate with popular source control systems like GitHub, the Visual Studio development environment, and other programs thanks to our addons and RESTful APIs.