Incident IQ Avantages et Inconvénients

La combinaison de notre système de billetterie et de notre système de gestion des actifs a été d'une grande aide pour notre département. Bon nombre des automatisations et des règles au sein du système ont aidé à garantir que beaucoup de nos processus ne sont pas oubliés en raison d'erreurs humaines. Cela a aidé avec le processus d'enregistrement et de sortie de nos actifs pour assurer que nos données sont correctes. Avis collecté par et hébergé sur G2.com.

Il y a eu plusieurs erreurs dans le système qui nous amènent à ne pas lui faire confiance parfois. Cela n'arrive pas souvent, mais c'est suffisant pour perdre confiance dans notre travail quotidien. Avis collecté par et hébergé sur G2.com.

L'intégration avec Incident IQ a été fluide, et ils ont pris le temps (je crois que c'était six sessions ?) pour vous enseigner les tenants et aboutissants du produit. Nous avons déployé Assets et Ticketing au début de l'année scolaire, et en quelques semaines, c'est devenu la méthode préférée de nos enseignants pour contacter le service informatique. Avis collecté par et hébergé sur G2.com.

La vitesse peut être un peu lente lors du passage des utilisateurs aux actifs. Certaines relations délicates entre les utilisateurs et les actifs compliquent certaines fonctionnalités. Dans l'ensemble, cela a amélioré notre réponse et notre SLA. Avis collecté par et hébergé sur G2.com.

Incident IQ really knows and understands what school disticts need in a ticketing system. Their asset management piece is incredibly robust and feature rich, it can easily handle all the inventory needs of any sized school district. Their intergrations with products such as Google Admin and Infinite Campus make it very easy to share and condense information into one platform. Anytime I have had a question or concern the Customer Support team has been incredibly helpful and quick to respond. The platform for both end users and agents is exetremly easy to use and understand, our end users love how qucik and easy it is to open a support ticket. Avis collecté par et hébergé sur G2.com.

My only dislike is the mobile app. I know that Incident IQ is working hard to improve the quality of the app, but for now it is sadly missing many of the capabilites that the website has. Avis collecté par et hébergé sur G2.com.

We use IIQ for both IT and Facilities (Maintenance) tickets. It's very nice to have both options on one platform so that users don't have to have remember where to go to get the service they need. We are able to attach assets to users, allow people to see and create tickets for only that equipment in their building(s), and it helps us track those assets as well. There can be plenty of information attached to devices that are attaced to users, and the fact that it integrates with Jamf is quite useful. It allows us to easily provide customer support and communication trhough the ticket system, and that it tracks all notes entered into the ticket. We can also add notes that the customer cannot see - that are for itnernal use/tech use only. Avis collecté par et hébergé sur G2.com.

Attaching ticket actions to tickets is a bit cumbersome. If there is an option to apply a resolution to ALL tickets (such as "No Action Taken"), I have not found it yet. I do like that we can customize the actions and such though. Avis collecté par et hébergé sur G2.com.

I like how the program organizes all of our technology issues in one place, so it can be communicated to various people seamlessly. There are many feeatures that make it easy to track the time of ticket, who is taking care of the ticket, and closing the ticket. I also like how it has assisted me in finding studen'ts chromebooks that were lost within our building. It has helped us track our student use as well. Avis collecté par et hébergé sur G2.com.

I found the sort/filter issue difficult to navigate. It took some time learning the program with figure out how to track my student's tickets. I wish when I created the ticket, I could select who the ticket is "on behalf of". Instead of having the remember to change it after I created the ticket. Avis collecté par et hébergé sur G2.com.

This product is a "one-stop shop". IIQ integrates with many of our systems, which means our agents can access all the data they need from a single site. It's not just about tickets or asset management either: because IIQ integrates with Google and ClassLink, this system can be used to quickly check student schedules (when trying to drop off a device during the school day) and check on staff onboarding/offboarding. After moving from an agent into an IIQ administrator role, I am also impressed with the customer support provided by the IIQ team as well as the amazing community of IIQ users. From the UI/UX design to the administrative management, this system is intuitive, functional, and incredibly powerful with its customizations. Avis collecté par et hébergé sur G2.com.

My #1 gripe is the lack of API support and documentation. This tool is so incredibly powerful and well documented, it was very surprising to see how incomplete the API documentation was. Many of links to the API library are broken or abandoned, and the community message boards echoed this frustration. It's interesting that the best advice on API usage actually comes from Reddit for such a well-supported and maintained product. Avis collecté par et hébergé sur G2.com.

The system is robust and customizable. We were able to do a LOT of what we wanted to with the system. Previously we had looked at writing a custom application to do what we needed, but this system checked off enough boxes that we decided to jump on it. Avis collecté par et hébergé sur G2.com.

There have been little bugs here and there that have caused us some headaches. There are also a few features we thought would be built in but weren't. However, they have worked on implementing some of those for everyone. Avis collecté par et hébergé sur G2.com.

Tracking of assets in the school district and having a "one-stop shopping" experience with managing assets and help desk tickets has been what I have liked best about IIQ. Out of all the asset management systems and help desk ticketing systems I have used throughout my career in IT support, IIQ has been hands down, the best system I have used. Avis collecté par et hébergé sur G2.com.

Sometimes it has been slightly lagging when searching for things or when updating/resolving tickets but usually with a quick refresh of the browser it will update. Avis collecté par et hébergé sur G2.com.

J'aime à quel point l'entreprise est réactive. Leur plateforme est incroyablement facile à utiliser. Ils ont un excellent ensemble de fonctionnalités et lancent constamment de nouvelles choses pour être utiles. Leur API est robuste et utile. Ils ont une grande communauté. Avis collecté par et hébergé sur G2.com.

Il n'y a vraiment pas grand-chose que je n'aime pas à propos de IIQ. Ils sont incroyablement réactifs aux commentaires et suggestions, donc la plupart de mes plaintes ne sont plus pertinentes. Avis collecté par et hébergé sur G2.com.

J'aime la capacité d'utiliser des raccourcis pour les tâches quotidiennes lors de la résolution de tickets. Et la capacité d'appliquer les raccourcis en masse à plusieurs tickets à la fois. Aussi le fait que je peux gérer nos Chromebooks avec cela. Avis collecté par et hébergé sur G2.com.

Je ne vois vraiment aucun inconvénient. Une fois que vous vous habituez à son fonctionnement, c'est assez facile. Avis collecté par et hébergé sur G2.com.