Incident IQ Pros and Cons

Combining our ticketing system and our asset management system has been a great help to our department. Many of the automations and rules within the sytem have helped to gaurantee that many of our processes are not missed from human error. This has helped with the check in/check out process with our assets to insure that our data is correct. Review collected by and hosted on G2.com.

There have been several errors within the system that cause us to to not trust it sometimes. It doesn't happen often, but it enough to lose trust in our daily work. Review collected by and hosted on G2.com.

The integration with Incident IQ was seamless, and they took the time (I believe it was six sessions?) to teach you the ins and outs of the product. We rolled out Assets and Ticketing at the beginning of the school year, and within weeks it became the preferred method for our teachers for contacting IT. Review collected by and hosted on G2.com.

The speed can be a little slow when changing from users to assets. Some finicky relationships between users and assets complicate some of the functionality. Overall, it has improved our response and SLA. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on G2.com.

I love how responsive the company is. Their platform is incredibly easy to use. They have a great set of features and are constantly rolling out new things to be helpful. Their API is robust and useful. They have a great community. Review collected by and hosted on G2.com.

There really isn't a lot I don't like about IIQ. They are incredibly responsive to feedback and suggestions, so most of my complaints are no longer relevant. Review collected by and hosted on G2.com.

I love the ability to use shortcuts for everyday tasks when resolving tickets. And the ability to apply the shortcuts in bulk to multiple tickets at once. Also the fact that I can manage our Chromebooks with it Review collected by and hosted on G2.com.

I do not see any downsides really. Once you get used to how it works, then it si pretty easy. Review collected by and hosted on G2.com.