OnTime Help Desk offers flexible and customizable methods for color coding the main incident grid. With foreground, background, and side-strip coloring options, you can literally "tell what's going on" with just a glance. Color coding can be associated with priority, status, and workflow step.
Need to see all of the incidents submitted by a particular contact? No problem. OnTime Help Desk will filter your incident list, by contact, in an instant. You can even filter by customer, so you can see all incidents reported by all of the contacts within a selected organization. This is especially helpful when looking for trending data, or simply to see if a given issue has already been reported.
Your support team will be able to quickly navigate its way through OnTime Help Desk's intuitive user interface with a mouse. The keyboard shortcuts take it to the next level—go from quick to turbo.
If your dev team is using OnTime Scrum to manage their software development process (including backlog and defects), the tight integration between OnTime Help Desk and OnTime Scrum is itself a feature. For example, if a customer reports an incident that turns out to be a defect within the product, a support team member can right click on the incident, select "Copy to Defect," and quickly enter the item into the defect workflow.
OnTime Help Desk and OnTime Scrum share the same database when they are used together by a single organization, allowing your support team and dev team to collaborate more efficiently.