Incident IQ Reviews & Product Details

I use Incident IQ for helpdesk and classroom management of devices. It helps me communicate with staff and teachers about their equipment and devices, so we can keep their technology working and up to date. I like that it is very detailed and user-friendly, and that both staff and parents can create tickets. It allows users to input details like student info and what device they are using to better assist them and solve their issue. Review collected by and hosted on G2.com.

The amount of buttons users can personalize on the menu when tickets are created are only limited to 5 and I would like to be able to adjust that. It took weeks and our whole team had to move a lot of data. It took a lot of back and forth questions and time to adjust. Review collected by and hosted on G2.com.

I like the intuitive interface of Incident IQ for technicians and the ability to clearly track who on the team has done what. It allows us to reassign the ticket to different people on our IT team as needed, including relevant details like who needs help and where they are located. Review collected by and hosted on G2.com.

The ticket search engine is effectively useless. It is impossible to narrow things down to find a specific ticket. The search results come up in no particular order, and there is no way to narrow things down. We have also been very frustrated that Incident IQ does not listen to our feedback. They seem to have their own agenda for development and fixes. They have largely ignored complaints from us and other users (as recorded in their idea portal) about the lack of an effective search tool. A few months ago, they promised us a solution by January, and it is now March. When I contacted them for the status, they were honest that they had switched priorities in order to complete an advanced feature ahead of fixing the fundamental need we had expressed. Review collected by and hosted on G2.com.

Holds a bunch of data, easy to populate with information Review collected by and hosted on G2.com.

Overall a little clunky, not intuitive, no spell check either Review collected by and hosted on G2.com.

Incident IQ has gone above and beyond creating a ticketing system catering to school districts. When first deciding to go to iiQ, the implementation process was smooth and easy. We were able to provide our staff with training and videos showing them how to use the products.Our team uses this daily as we are a district of 12000+ and I feel customer service is a high priority of theres as everyone always replies to emails and ticketing quickly. The iiQ community is a great help for both requestion and learning about new features. They listen!!!!! When feature requests are made they want to know more and how they can get things working. Most of our requests have been implemented within 1-2 update cycles or within the same year. Review collected by and hosted on G2.com.

Currently my least favorite items are the fees tracker, rules simulation, and the knowledge base. I am sure these areas will be addressed in later releases as most things usually are but these areas lack small fixes for now. Review collected by and hosted on G2.com.

The best thing about Incident IQ is that you will have a help desk platform, asset manager, user management, and policy manger plus more. There are so many features to Incident IQ! Our school district uses many of this features. We were able to integration google so that we have Single Sign on Feature for Teachers/Staff/Students. You can manage all of your users in your school district. There is a policy manager that allows you to create different policies for parents to sign and its very easy to manage. There are rules that you can create to allow features to be used for certain tickets. Review collected by and hosted on G2.com.

There isn't much that I honestly don't like about Incident IQ. But there are a few like that I wish could change. I would like to more customization within the ticket and work flow and even in the asset management. There are a few things that you can't customize. Such as not able to checkout an asset to a location or as a shared device. It will just have to be checked out to a person or be unassigned. Review collected by and hosted on G2.com.

We have been using IncidentIQ for years (prior to the Pandemic) to not only track technology requests from our high school students but also track the devices we assigned to them. It turned out to be a good soft launch, because a year or two later the pandemic hit and while administration was panicking about how to track all of these devices leaving campus and how to keep them up and running, IncidentIQ was here for us to expand.

Staff that helped with distribution that were not technology minded were able to learn distribution processes pretty easily and were were able to roll out technology and hold families accountable for returning it too at the end of the year with very detailed reports.

IncidentIQ evolved very quickly during the pandemic as well, creating web portals for guests to submit tickets, adding remote screenshare functionality, ability to track fees for student repairs and most notably Google integration we can shut off devices from the platform.

IncidentIQ also integrates with various SSO solutions, and SIS so getting information into the platformed and synced so you have a full dashboard of device and user information in front of you is a blessing. We also now pay for a additional component that allows us to reset Google passwords right from the platform, again making IIQ the centralized place to work from.

It's the first thing I open in the morning and work from throughout the day. It's K12 friendly, they are very receptive and responsive to feedback and support and I cannot imagine using anything else to do my job at this point. Review collected by and hosted on G2.com.

There are some integrations of features that we need that I wish worked better but I aknowledge that some are more specific to us, and require more of a "idea board voting system" in order to get the attention of the development. It's not a deal breaker, but in some cases some features seem down the line in terms of development. Review collected by and hosted on G2.com.

As a seasoned professional in the K-12 tech world, I've had the pleasure of utilizing various work order systems throughout my career. We are now into our 2nd year implementation of iiQ and I can tell you it has set the standard in our district for effeciency and user experience. One of the standout features is the system's ability to automate and streamline the entire work order process. From submission to resolution, the system ensures that every step is tracked, monitored, and executed with precision. This not only enhances the overall workflow but also significantly reduces the margin for errors. The customization options provided by the system are extensive, allowing us to tailor the work order system to specific needs. Communication within the system is another area where it excels. Real-time updates, notifications, and a centralized communication hub facilitate quick and effective collaboration between team members. This level of transparency not only expedites issue resolution but also enhances overall team cohesion. The reporting and analytics tools embedded in the system are invaluable for gaining insights into operational trends and identifying areas for improvement. We have been able use these reports for data-driven decision-making, fostering a culture of continuous improvement within our district.

Saying all that to say this - I recommend iiQ as it has been a game-changer for our organization. We use the Technology and Facilites side of the system and are looking into the option for Event Management. Its user-friendly interface, automation capabilities, customization options, seamless communication, and robust security features collectively make it an indispensable tool. Implementing this system has undoubtedly elevated our efficiency, and I have no hesitation in recommending it to peers and industry colleagues. Review collected by and hosted on G2.com.

Things to think about when implementing incident IQ is to make sure to address the elephant in the room. USERS RESISTANCE TO CHANGE. The change can be viewed as "more work" or "something new to learn".

This is not a fault in the program by any means but more human nature. Proper training and user support can mitigate this seemingly downside. Review collected by and hosted on G2.com.

I like the integrations with external systems for example, SIS, Systems Management and Google\AAD. It has some decent add-on apps as well. I like that is is educationally focused as well. They seem to be receptive to product feature requests and have a good community for help and requests. The whole team that I have worked with are very friendly and easy to work with. Review collected by and hosted on G2.com.

Coming from other helpdesks, Incident IQ is lacking in a few areas. The ability to edit some fields outside of an API and preview attachments in a ticket. It would be nice to tag an agent in a comment without having to make them a follower of the entire ticket. Incident IQ could benefit from a better search function as well. Keyword search is lacking. The ability to have a solid global search would be ideal, especially being able to search any field on the platform. There are few other minor things that I cannot think of on top of my head, but overall not bad. Review collected by and hosted on G2.com.

Incident IQ is a one-stop solution for linking equipment, facilities, users, software, and applications to allow troubleshooting and effective, efficient customer-support with ease-of-use features that allow districts and companies to effortlessly integrate every level of their platform. It's a fantastic platform that allows an agency to effortlessly implement and track ticket SLA, deploy equipment, and communicate with their users for Customer Support or troubleshooting. With a broad spectrum of utilities and an active community, Incident IQ becomes a one-stop-shop for every-day-use regardless of whether or not you are the client, the users, or the administrators. Review collected by and hosted on G2.com.

Incident IQ is a growing platform, with a wide berth of utilities that mean development is often focused in areas that might not meet the individual use-case you require. While there are avenues to pursue solutions that make the platform tailor-fit to your agency, sometimes finding an answer can mean spending time reading through forum threads or chatting with an agent, to determine whether or not a feature has actually made it to deployment. Review collected by and hosted on G2.com.

We’ve been using Incident IQ at work for about a year and a half now and honestly, it's essential for managing all the tech stuff we've got. Currently we manage MacBooks, Chromebooks, iPads, and SmartBoards.

The inventory tracking part of Incident IQ is super easy to use – I can see where everything is, who's using what, and even when stuff is broken and needs fixing. Then there's the knowledge base, It's got info on pretty much every program that integrates with Incident IQ (that’s a lot of programs) and teachers are able to read articles that possibly solves their problem before they have to submit a ticket. Now we get to the ticketing part it is designed with teachers in mind. It simplifies the process of submitting tech-related tickets, reducing stress and saving time. Teachers can quickly log requests, which then allows our tech team to respond faster and more efficiently.

Incident IQ is an efficient tool for managing tech inventory and handling ticket requests in schools. Its user-friendly interface, extensive knowledge base, and effective ticketing system make it an excellent choice for schools looking to streamline their tech management processes. It doesn’t hurt that they are also always constantly updating the platform and easy to contact in case you need help. Review collected by and hosted on G2.com.

Incident IQ is not set up to search for assets in any other field other than Asset tags and serial numbers. It would be nice to be able to search by Friendly name and so forth. Review collected by and hosted on G2.com.