Incident IQ Features
What are the features of Incident IQ?
Ticket and Case Management
- Ticket Creation User Experience
- Workflow
- Attachments/Screencasts
Incident Management
- Automate Ticket Routing
- Ticket Prioritization
- Ticket Notifications
- Knowledge Base
- Knowledge Base/Ticket Integration
Reporting
- Dashboards
- Time Tracking
- Surveys
Access & Usability
- Mobile
- Self Service
- Active Directory
Asset Inventory
- Hardware Asset Inventory
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Incident IQ Categories on G2
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Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. This feature was mentioned in 63 Incident IQ reviews. | 80% (Based on 63 reviews) | |
Customization | As reported in 79 Incident IQ reviews. Allows users to customize chat colors, text, logos, and branding. | 87% (Based on 79 reviews) | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. 83 reviewers of Incident IQ have provided feedback on this feature. | 86% (Based on 83 reviews) | |
Integration | Integrates with other customer service software to improve support and enhance functionality This feature was mentioned in 84 Incident IQ reviews. | 90% (Based on 84 reviews) | |
Reporting | Provides analytics tools that reveal important business metrics and track progress This feature was mentioned in 80 Incident IQ reviews. | 85% (Based on 80 reviews) | |
Dashboards | Displays important metrics relating to performance This feature was mentioned in 84 Incident IQ reviews. | 89% (Based on 84 reviews) |
Ticket and Case Management
Ticket Creation User Experience | User Experience of creating and submitting a ticket This feature was mentioned in 91 Incident IQ reviews. | 88% (Based on 91 reviews) | |
Ticket Response User Experience | User Experience of responding and receiving a response 91 reviewers of Incident IQ have provided feedback on this feature. | 88% (Based on 91 reviews) | |
Workflow | Route tickets based on values of fields, changes to ticket status and time based conditions 92 reviewers of Incident IQ have provided feedback on this feature. | 89% (Based on 92 reviews) | |
Automated Response | Respond to common requests with standard reply This feature was mentioned in 83 Incident IQ reviews. | 89% (Based on 83 reviews) | |
SLA Management | See feature definition | Offers tools for managing and tracking service-level agreements (SLAs) This feature was mentioned in 66 Incident IQ reviews. | 87% (Based on 66 reviews) |
Attachments/Screencasts | Based on 91 Incident IQ reviews. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 90% (Based on 91 reviews) | |
Ticket Collaboration | Share and collaborate on tickets with multiple customer service representatives 89 reviewers of Incident IQ have provided feedback on this feature. | 90% (Based on 89 reviews) | |
Customer/Contact Database | Central repository for account and contact information This feature was mentioned in 75 Incident IQ reviews. | 88% (Based on 75 reviews) |
Communication Channels
Customer Portal | Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents This feature was mentioned in 81 Incident IQ reviews. | 87% (Based on 81 reviews) | |
Email to Case | As reported in 74 Incident IQ reviews. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 86% (Based on 74 reviews) | |
Live Chat Support | Based on 46 Incident IQ reviews. Ability for customer service agents to communicate with customers via live chat to solve problems live | 79% (Based on 46 reviews) |
Incident Management
Automate Ticket Routing | Routes tickets automatically to the appropriate user. 120 reviewers of Incident IQ have provided feedback on this feature. | 90% (Based on 120 reviews) | |
Ticket Prioritization | Based on 112 Incident IQ reviews. Prioritizes tickets based on factors configured by the user. | 89% (Based on 112 reviews) | |
Ticket Notifications | Based on 122 Incident IQ reviews. Notifies the IT team when a ticket needs action. | 89% (Based on 122 reviews) | |
Knowledge Base | Provides a forum for answers to common questions. This feature was mentioned in 115 Incident IQ reviews. | 84% (Based on 115 reviews) | |
Knowledge Base/Ticket Integration | As reported in 109 Incident IQ reviews. Integrates knowledge base articles into a ticket. | 84% (Based on 109 reviews) |
Reporting
Dashboards | Displays important metrics relating to performance. This feature was mentioned in 120 Incident IQ reviews. | 89% (Based on 120 reviews) | |
Time Tracking | Tracks time worked on a ticket. 104 reviewers of Incident IQ have provided feedback on this feature. | 87% (Based on 104 reviews) | |
Surveys | Provides surveys to measure employee satisfaction. This feature was mentioned in 91 Incident IQ reviews. | 85% (Based on 91 reviews) |
Access & Usability
Mobile | As reported in 105 Incident IQ reviews. Enables access to service desk features via mobile device. | 80% (Based on 105 reviews) | |
Self Service | Enables employees to view the status of their tickets. This feature was mentioned in 107 Incident IQ reviews. | 85% (Based on 107 reviews) | |
Active Directory | Based on 104 Incident IQ reviews. Provides a directory of all users within an organization. | 86% (Based on 104 reviews) | |
Multi-Channel Access | Enables access to service desk features through multiple channels such as email, phone, or the portal. 90 reviewers of Incident IQ have provided feedback on this feature. | 86% (Based on 90 reviews) |
Customization
Customization | Provides a customizable soltution that HR professionals can adjust to suite the organization's needs. | Not enough data | |
HR Integrations | Integrates with core HR software to access employee information. | Not enough data |
HR Content
Knowledge Management | A place to create articles with important information about processes and other crucial information that is easily accessible by employees. | Not enough data | |
Content Delivery | Tools to create and deliver content throughout an organization. | Not enough data | |
Document Management | The ability to organize and manage a variety of documents. | Not enough data |
Logistics
Security | Secure solution so administers can maintain access rights and security. | Not enough data | |
Employee Portal | Employee portal lets employees log into the system to access all company and employee information. | Not enough data | |
AI | Uses AI processes to automate workflows by developing a comprehensive HR-knowledge base. | Not enough data |
Management
Ticketing Platform | Tools that help create and manage a ticketing platform that facilitates cross-departamental communication. | Not enough data | |
Single Sign-On | The ability to sign onto a platform once and access a variety of software solutions without needing to sign into each one individually. | Not enough data | |
Business Process Management | Tools to create and organize business process flowcharts and documentation. | Not enough data | |
Self-Service | Web-based or intranet self-service portal enables employees to submit service requests. | Not enough data | |
Dashboard & Reporting | Dashboard and reporting on HR activities with workforce analytics capabilities. | Not enough data | |
Central Dashboard | Provide immediate insights, information, and updates on IT assets from a central dashboard. This feature was mentioned in 89 Incident IQ reviews. | 90% (Based on 89 reviews) | |
Asset Policy Management | As reported in 74 Incident IQ reviews. Design and implement custom or pre-built policies for asset management, onboarding, and maintenance. | 87% (Based on 74 reviews) | |
Risk Management | Implement risk management policies, and push policy updates to various assets across a business network. This feature was mentioned in 55 Incident IQ reviews. | 84% (Based on 55 reviews) | |
Integrations | Based on 87 Incident IQ reviews. Integrate with other software solutions, such as spend management and software asset management. | 89% (Based on 87 reviews) |
Asset Inventory
Hardware Asset Inventory | Create an inventory of a company's hardware assets. This feature was mentioned in 95 Incident IQ reviews. | 92% (Based on 95 reviews) | |
Software Asset Inventory | As reported in 72 Incident IQ reviews. Create an inventory of a company's software assets. | 87% (Based on 72 reviews) | |
Cloud Asset Inventory | Based on 65 Incident IQ reviews. Create an inventory of a company's cloud assets. | 86% (Based on 65 reviews) | |
Mobile Asset Inventory | Create an inventory of a company's mobile assets. This feature was mentioned in 77 Incident IQ reviews. | 85% (Based on 77 reviews) | |
Asset Discovery | Detect new assets as they enter a network and add them to asset inventory. 74 reviewers of Incident IQ have provided feedback on this feature. | 87% (Based on 74 reviews) |
