OnTime Help Desk automatically converts incoming email into incidents (defects or feature/user stories). They are assigned an item number, proper notifications are sent, and then they are immediately started through the workflow.
Furthermore, OnTime keeps track of conversation threads, grouping together all messages that are on topic.
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.