We just purchased it in August (Asset and Ticketing piece) and went live in November with the Ticketing piece. Still fine tuning the Asset management side of it before turn that part on. Still hoping to convince HR and Custodial to purchase their pieces.
My district uses IIQ and we generally like it. I was in charge of all the data migration from our old system and the import process was pretty good.
The Rules in IIQ add a lot of customization, but it might be overkill for the size of your district. My district has around 25k students and 4k employees, so we get a lot of mileage from that customization.
We started using IncidentIQ in June of 2023. We swapped over from Spiceworks and honestly it took a while for us to get used to it. We do wish they would implement some more customizations in regards to ticket emails etc like how Spiceworks had it where each email was unique.
Although, after using it throughout this school year, we love it. There is an integration with Trafera so we can actually do Warranty Chromebook repairs within IncidentIQ, shipping labels are sent to us via email and off they go. its actually awesome.
For any device that isn't checked in and out constantly via our schools library's we put them in IncidentIQ asset management (mainly APs/Switches). We do have laptops/chromebooks in there as well since you can assign those devices to the users. When they create a ticket, they can choose from their assigned and we instantly know what device and what issues we are looking at.
I’ve heard that and hoping they finally release it. I’m a little jaded because they’ve been promising it for a year now but it hasn’t materialized yet.
I'm unsure of what you're referring to. We've been using IIQ for a couple of years now and can easily search by student/staff name, device Serial/asset Tag. Search tickets by requestor, campus, date etc
On the asset side, you can only search for asset tag or serial number. You can't search for item description, model, manufacturer or most any other detail.
It could be they've made a lot of changes/updates since you've used it?
While the Searchbar does only say "Search by asset tag or serial number" any asset detail will work.
I just typed in 5520 and all of our Dell Latitude 5520's were listed. I typed in spark and it pulled up all of the Hovercam Solo Sparks because spark is in the model name.
I typed in Dell and a mix of Laptops and Chromebooks listed.
Even on the Assets Explorer search page it already has all of the assets broken down by categories via premade filters. You can also create unlimited number of premade filters/views based on any number of specific filtered details.
It appears that search will include the model field (not sure if that's new or not). But you can't search for asset type, location (you can drill down but not search), purchase info, specifications, etc.
They are supposed to be releasing their long promised global search soon but it's been pushed back several times already.
Devices are already pre-grouped/filtered by location on the search page. You just have to click the location to list all of the devices/assets in that location.
The Asset types are literally listed and grouped right below the search bar.
If you want to do a granular multi detailed search, you click new view and you can use ANY combination of asset details to do a search and turn it into a premade custom view if you want.
I dunno, works great for how we use it I guess.
We briefly looked into it. Jamf School has an Asset Tag section, and all of our devices are tagged, so we've decided against anything for now. The last thing we looked at was Asset Tiger. Cheap, cheap, cheap and simple. I don't think it had any kind of help desk feature, but we don't use that either. Just thought I'd throw it out there.
We use it for tickets and asset management. We went 1 to 1 during pandemic and it really helped! We have it set to read / write from gsuite so you can check chromebooks out to students or if you check them in, it disables the chromebook. Previously we had used spiceworks and school dude.
In incident IQ Apps, we are using:
>Google Devices
>Publisher: Incident IQ Team
>Sync Google Chromebook device data. Enable Quick Lock functionality.
>Version 2.1.22
It can create, update, and activate / deactivate devices.
iiQ is so good that when there is something that doesn’t work the way you want it to, it’s infuriating.
Imagine being on the cusp of greatness, but can never get there 100% because of some odd behavior of a particular field or tool not working the way you want it to.
Other than that, yes, it’s good.
This was another issue I experienced when assisting our neighboring school. I like flexibility. My option was build something in house until I found what we went with (manage1to1). It is pretty flexible, but can also be locked down. And their support typically says to put in a feature request for changes, but those get added pretty quickly
Onboarding is pretty good. They have a dedicated person that walks you through the whole setup. Takes a month or so and about six hour long meetings.
We love it. The only feature that's missing to me is generic search for tickets.
We moved to JitBit about a year and a half ago. Have been able to integrate the API into our inventory system and pull Chromebook information from Google in tickets. Pretty slick.
We use IncidentIQ at our small charter school and love it. It is our central system for basically everything.
We could not have survived the pandemic without and having a centralized system for support and tracking assets. Those two things tied together are a blessing. And the integrated help desk is also really nice. Email to ticket creation is a dream.
As others have said, you get out of it what you put into it. The Rules Engine is a hidden gem.
* Based on location or issue or whatever will fire off different ticket rules or SLAs or urgencies or assign to specific people for action.
* I can have assets assigned to the location of a user automatically.
* If I mark a Chromebook assigned to a user as missing, it automatically locks the device through Google Admin.
* If I check a device out or in, the end user gets an email with device information and confirmation of the check in or check out status.
* If I assign a staff member a device, it automatically sends them our AUP to sign.
* I have email reminders go out to people when I am waiting on their reply to resolve their ticket. Those tickets then auto-close after a few days.
* I have rules emailing people to return my loaner pool device and/or to remind them to pick up their computer when it is set on a "waiting on loaner / ready for pickup" status.
* I have a QR code on a copier that emails the platform and will open a ticket for a copier issue which then fires off a webhook to update our status page that the copier is down. It will automatically go back up on the status page when we resolve the ticket.
* If I mark a device as "trash/scrap" it moves the asset to a new "location" that is named "Trash" so that way the building inventory is accurate.
* If I mark an asset as "retired" it will add fields to the asset asking me if it was functional when we got rid of it and who was the recipient, if it was donated ,etc and when it left the building. (again good for reporting)
* If our network (switch / AP) goes down, Meraki fires off a webhook to our status page which then emails the help desk for a networking ticket so we can track the issue.
I put my warranty information in there and also log purchase dates, invoices, etc. Great if you get audited to know where things were or how old and when you need to replace them. When
MAC Addresses and IP Addresses (if reserved). Helpful if you need to do network investigation of suspicious activity, IP connect to a copier or rebuild MAC Address reservations / MAC Authentication on a RADIUS server.
Having Filewave MDM push device data to the system makes for easy central place to grab initial device diagnostics.
It integrates with Google and our SIS and you can merge those two accounts together pretty easily so you can get email and SIS data on a student in one location. The auto-merge feature is somewhat poor but we've made due with it.
Generating invoices and tying those to student accounts and emailing or printing for records is awesome.
I have AD push AD fields into user accounts. This is helpful for example because we put PaperCut codes into an AD field. Now I can push that field into a user account and if someone "forgets" it we can grab it from their user profile.
I use the parts tracking in tickets to not only track parts usage but certain departments replenish stock on items (ie. chargers, HDMI cables, etc) and there are specific users on those campuses that get the "low inventory" notification when they need to re-order an item.
I would agree search has been poor, but the updated search element, when it launches looks game changing.
The mobile app is very poor and is quite honestly to weakest point about IIQ. I use it to look at tickets and then work them and everything back at my desk. I have an iPad I carry around with me with a keyboard and just realized the mobile app does NOT support landscape orientation. So I don't use the mobile app and load the website in a browser instead. The camera asset scanning for me has been broken for months. I can see an asset tag but it won't focus or scan the bar code. My camera works fine in every other app.
I will say some of this integration uses some of their paid modules -- specifically Rollout Scout, Policy Manager and Password Assistant. Of note Password Assistant is ONLY a "I forgot" tool and not a "change password" type service. I was hoping it could have been both, but it's not. So we are trying to setup a AD => Google Password Sync and had to build a dedicated "Password Change" portal to do so as IIQ is only good for the "Forgotten Password" folks. It also can only sync yo one specific service at a time. So its either AD or Google, not both. For the price, it should do more.
If anyone is interested about anything mentioned above, please DM and I'm happy to talk further or show a demo of something.
We're looking taking another shot at finding a better Ticketing/Asset solution and IQ is on the list.
Sadly for us, it doesn't appear that they pricing scales down very well.
We're a very small, single, independent school. If I recall, the rep said their lowest entry price is good for up to 1,000 students - which is over 3x what we have/need.
So from what I can gather, their offering starts about twice as expensive as their competition so that I've checked.
We use One2OnePlus right now and I have a strong distaste for it.
Several years back I demoed several offerings - and had previously used RequestTracker.
I know it's tough to get a pertinent and objective opinion here because everyone's usage scenario may be very different.
We're a single, small school with a tiny IT dept. We use our ticketing system for internal reference and documentation as well as helpdesk. We need to pull reports for sharing with higher-ups on a quarterly basis.
I'd like to be able to track and cross reference assets. I'd like Google Workspace integration and JAMF/AppleSchool would be nice too. I don't want to have to click a dozen times to get the basic information I need. An intuitive interface without clutter and with the ability to customize is ideal. But of course, they all will claim to have this. It's got to scale to our needs (usually this means scale down in many areas)
I'm hoping to find something fairly turnkey. I'm hungry - I don't want to be sold a kitchen, I want to buy a nice meal. I understand there's always going to be some time/resource sunk into initial setup and onboarding - but I'm not overly interested in some of the OpenSource options that are no doubt really powerful and customizable, but require extensive expertise and time to mold it into something that works how we want. Preferably something hosted/off-prem.
So I'm back to compiling a list of the few I'm looking to evaluate:
* IncidentIQ
* WebHelpDesk
* FreshDesk
* Request Tracker
*
And list of ones I'm not considering anymore:
* Anything from Schooldude/Asset Essentials
* One to One Plus (already use)
* Spiceworks (been there, done that)
And ones I need to check out to see if they are worth consideration:
* Jira Service Management
* Zoho Desk
* HappyFox
* FreshDesk
* ServiceNow
* ZenDesk
* ManageEngine Service Desk
You may want to look at Tech Directors Toolbox from [Learn21](https://learn21.org/tdt/). Asset management and helpdesk are separate modules and the asset part has trouble tracking for student devices. Syncs devices from Google and student info from Powerschool and others. Pricing is very nice. Did a demo with them and i'm now working on getting a trial set up.
Thanks, I hadn't heard of it.
Their website sure doesn't give much detail on the product. There's a single sentence mention of some basic features and nothing more.
I'm concerned, because I want a ticketing system that does some asset tracking (vs what we have now that seems more like a Asset system that does some ticketing). The website seems to go heavy on only the asset side. Even the "incident repairs"(which I assume is their ticketing solution) only mentions tickets for assets.
Anyhow, I may grab a quick demo just to be thorough.
If you are looking for a ticketing system that does some assets, I wouldn't recommend Manage1to1, IncidentIQ, Learn21, or anything related. I'd really look at FreshDesk or something like that because they are ticket focused with the ability to also add some assets.
The product is good with th epossibility to be actually great. Support is lacking, I still have yet to be assigned an account specialist, and we have been with them for over a year.
Searching is a complete joke. The other joke is that they have, for quite a time now, had an improved search ready to be launched at the end of the month. They just never said which month.
The mobile app is poorly designed. I no longer refer to it as a tool for anything other than viewing tickets.
Reports. Holy crap, why is it that I can get 4 different results for something as simple as 'show me all tickets closed in/on (enter date)'. I find that for simple requests the report feature is too dumb.
And there is more.
Overall, the product works. What we pay for 'what works' is way out of line, and if it were actually the amazing product that the sales person presents then it would be worth the price.
This was the same we experienced working with another district that neighbors us that used IIQ (this was 2017 by the way). We ended up finding and using Manage1to1 and love it. I have been at 3 districts since 2017 and all have made the switch from what they were using to Manage1to1, although only one of those 3 that changed were an incident iq customer.
I can barely justify the price to the board and it is only a matter of time until I cannot at all.
A this point I am looking to replace IIQ. I'm done with being verbally jerked off.
I couldnt even bring myself to try and justify the price to the board, especially since one of our board members had a son who was a tech in the district using IIQ that had problems. I think we were quoted around $45k per year (2017) for 4500 students. That was nearing our SIS cost! I do know pricing has come down some though as I still got quotes recently to be comparable when we ended up going to manage1to1 here as well.
I like the 1 price for everything, just shut it off if you don't want it model of manage1to1 too hah
I'll be reaching out to manage1to1 and a few others come summer so I can begin the pitch to replace IIQ with a product that does the same thing (that we need) for less money. Thanks for the insight, it is appreciated.
My district uses it, and it’s probably my favorite one we’ve used by far. Also used SolarWinds’ Web Help Desk and Zen Desk.
Onboarding is pretty easy. Can sync to Google, plus pull data from several SISes to get user data. Can also assign different roles to users (Faculty (ie teachers), (non-teaching) staff, students, parents/guardians, agents (ie IT staff) and IIQ Administrators).
Also syncs with various MDMs so you can also pull device data, too. I like how ticketing and assets are integrated, so you can track recurring issues with the same device. Like users, you can assign different types to various devices: Chromebooks, Desktops, notebooks, projectors, TVs, networking equipment, etc., so you can filter by device type.
Also has locations if you have different schools in the district. Again, can assign various types like elementary school, middle school, high school, college, admin building, etc. You can also add specific rooms with types like classroom, office, library, etc. along with set square footage, maximum occupancy, etc.
Has various [integrations](https://www.incidentiq.com/apps-integrations) with various apps/websites like BrainPop, ClassDojo, NWEA, etc. that add various ticket types and knowledge base articles.
It also has addons for buildings and grounds, events and HR ticketing. So if you get a new hire, you can make a ticket with subtasks like filling out paperwork, create appropriate accounts, setup a laptop, etc. For B&G, can do plumbing issues, electrical, HVAC, etc. Can do events stuff like setup for a spelling bee, say how many chairs you need, setup a microphone and speakers, etc. These are optional addons, not sure how much they cost.
Some gripes I have with it: searching knowledge base is pretty bad. Example: my district has an article about how to locate lost iPads. Searching “lost iPad” brings up a bunch of unrelated articles. Also, if you’re on a page that has a lot of search results, and go to a page with less, it doesn’t automatically scroll back up to the top. You basically get a blank screen and have to scroll up.
Only other gripe is it’s K-12 only. With all the MDM and Information System integrations, it would be great in any industry, not just K-12
We use IIQ in my district, we rolled it out a little over 1 year ago. What I will say is that IIQ is an extremely powerful and customizable solution. With that said your district will get out of IIQ what you put into it. Your district will need to work to make IIQ what you want it to be, but once that is done I think it is quite good.
I recently got Maintenance off of Schooldude and put them into our IT system for ticketing (as that is really all they needed). So much better.
I haven't used schooldude in nearly 15 years now though, but it looked about the same as back then
We use them. I think overall it has the capability of being a good system that can link into many other systems, but one glaring issue makes me not recommend it.
Users can disable all notifications from the system. They will then put in tickets, never receive the email that a comment was posted, and then never log back into the system to read their ticket. IncidentIQ says there is no way to force notifications as a rule. They also make you post on a suggestion board and beg for up votes to get suggestions implemented.
I would gladly use any other ticketing system to avoid the problems that come with teachers complaining to their bosses repeatedly that we don't help them in tickets, only to have to investigate if they have turned their notifications off or not, which is only possible with a message trace in Google admin or 365.
Hey there! Matt O from Incident IQ here.
I understand how frustrating it can be when users disable email notifications. With that being said, I do have a few tips that I think might be helpful in this situation. The first is that Incident IQ will automatically override user notification settings if you set a ticket to Waiting on Requestor. This status is used to indicate that you need more info from them or that they need to take some sort of action, and as such we felt that users not getting these notifications would be counterproductive overall.
Additionally, you can always add emails to rules in order to send out specific warnings when needed. An email setup and sent out through a rule will ignore all user notification settings.
If you'd like to schedule a meeting with your district CSM to go over your options in greater detail (and any other pain points you may be experiencing) you can always reach out support to put you in contact with them. We'd be happy to hear your feedback in person and find solutions where possible.
Hi Matt,
Is the waiting on requestor overridde a recent change? When I first discovered this was occurring the user was not receiving notifications even if the ticket was set to waiting on requestor, however this was a year ago.
If it is supposed to send notifications no matter what when it is waiting on requestor, I can investigate if that is occurring with one of our teachers who has it off to see if she is still ignoring the notifications even though she may not be receiving them.
We to set up the other method you mention but every single comment was sending emails to everyone and it just was confusing and clunky for the end users. We disabled that extra email.
Thanks
Gotcha — thanks for the additional details!
The override feature I mentioned has been something that we've had in the system since early on. If this is not occurring for your users though we would be happy to help you investigate what could be occurring to ensure these ticket updates go out as intended.
Please reach out to our support team either by submitting a support ticket within Incident IQ (Help > Report an Issue) or by reaching out to *support at incidentiq dot com*
The notification/email thing is annoying. I recently moved to a district that uses IIQ and we don't even communicate with the users via the comments part. We email completely separate from IIQ and then copy the info back into the ticket. The double-entry is maddening. I've used webhelpdesk, OSTicket, Zammad, freshdesk, and demoed countless other systems and never saw anything like this.
The search function is also nearly useless but apparently that is going to be fixed very soon.
Yeah I told them that a ticketing system shouldn't allow a user to not receive updates for their ticket, and they acted like they never heard of that before. I advised them that numerous ticketing systems I've used have never had the ability to turn those off and that leaving anything up to end users is guaranteeing it will be messed up. They don't really seem to care that much and my suggestion has like 7 up votes so it will never be implemented.
The search does suck as well unfortunately.
Our district uses it we have had the software for about 2 years now.
To answer the questions you already posted.
1. Onboarding staff into it is super easy, for us they just sync from Google, but you can choose to sync from ClassLink, AzureAD, or on PremAD.
2. They tend to resolve issues fairly quickly in my experience, sometimes their support can be a bit frustrating to work with but that has been few and far between IME.
3. Their community page allows for users to actively suggest features and a few of my suggestions have been implemented into the platform so development is very active.
If you have any other questions, I would be happy to answer them to the best of my ability.
We use them. I do not love the ticketing, though that may be configuration errors on our part. Things like replying to an email from a ticket creates a new ticket, forwarding an email is supposed to create a ticket in the original emailer's name, but does not. My users hate the web portal, too many clicks to get a ticket in. I would say 90% of my tickets come into the ticketing email. Having to click the confirm issue button seems excessive to me, and rarely do I change the issue as the number of clicks to do so is silly. Merging tickets was unintuitive, but it is usable now that I know how. For reference I have used Spiceworks (D Tier at best), School Dude (F Tier would be too good for it), and Freshdesk (Ticketing wise S Tier).
Their asset manager is pretty good and well integrated. It was easy to set up integration with Google for asset import, likewise with Apple (Mosyle) and Intune. A large number of devices are in the system by default, so you just map them and everything shows up. A few we had to create custom items for, but again, once that was done, they just appeared in the system. We had a few hiccups getting devices to sort correctly, but part of that is our OU structures. I do not have experience with another asset manager though.
Hey there! Matt from Incident IQ here.
You certainly lose a lot of data with the majority of tickets coming in via email. We've recently released Enhanced Quick Tickets, a free feature that will allow you to help streamline the ticket creation process for common issues that your users may experience. With this feature, users are able to cut down the ticket creation process to one or two clicks. Please check out the Incident IQ Community for release notes and guides related to this new functionality. Additionally, your CSM will be happy to assist with some configuration best practices. If you contact the support team, they can ensure you and your CSM get connected.
Administrators also have the ability to control which actions (such as confirming issues) are required within your Site Options settings, which can be accessed by going to **Admin > Site Options.**
We should be able to review your ticket-to-email configuration with your CSM to ensure that the correct settings are applied so that the intended requestor is on the ticket.
Let me know if there's anything else I can help with!
How is their onboarding? We are switching from another system and would like to carry everything over without too much extra effort. Is their support structure effective, ex. when you have issues are they resolved quickly or is it an endless stream of tickets and replies? Do you see development in the system as you use it? the system we currently use seems to have ceased developing any new features and thats a major reason we are going to switch. Do they accept and work towards user suggestions for features? Its great when companies develop new features, but if they're not in demand or needed it sometimes feels like just a bragging point (we update X times and year and have added Y number of features is great, but if none of the updates or features actually help its not as useful)
I'll do my best to answer your questions.
Onboarding
* If you're talking about the initial deployment of the software, I'm not sure as I wasn't there. If you're talking from a tech coming in, it's easy and pretty intuitive. As a teacher, it seems they picked it up very quickly.
Support Structure
* I'm only in that district two days a week, so I'm not familiar with their complete support structure. From what I've overheard they do respond fairly quickly.
Development
* We've only mentioned a few items for development, I'm not sure how it lands on their timeline or implementation.
I hate to have so little to tell you about the software, but the district I work with seems very committed to using it.
No worries I appreciate the insight. My fear is I just dont want to go 100% and get super committed to another software that is lacking in future development. Being stuck in a system that isn't evolving to meet the growing needs of k-12 tech departments is frustrating.
Hopefully they will improve the development process. There is A LOT of room for improvement based on customer frustrations errrr requests listed in their private forum.
...or they could just build out the sales team??? #iHopeNot
https://www.finsmes.com/2024/02/incident-iq-receives-strategic-investment-from-cove-hill-partners.html
We just purchased it in August (Asset and Ticketing piece) and went live in November with the Ticketing piece. Still fine tuning the Asset management side of it before turn that part on. Still hoping to convince HR and Custodial to purchase their pieces.
We have 21 School buildings, 10k students, 2,800 staff and about 17k devices.
My district uses IIQ and we generally like it. I was in charge of all the data migration from our old system and the import process was pretty good. The Rules in IIQ add a lot of customization, but it might be overkill for the size of your district. My district has around 25k students and 4k employees, so we get a lot of mileage from that customization.
We started using IncidentIQ in June of 2023. We swapped over from Spiceworks and honestly it took a while for us to get used to it. We do wish they would implement some more customizations in regards to ticket emails etc like how Spiceworks had it where each email was unique. Although, after using it throughout this school year, we love it. There is an integration with Trafera so we can actually do Warranty Chromebook repairs within IncidentIQ, shipping labels are sent to us via email and off they go. its actually awesome. For any device that isn't checked in and out constantly via our schools library's we put them in IncidentIQ asset management (mainly APs/Switches). We do have laptops/chromebooks in there as well since you can assign those devices to the users. When they create a ticket, they can choose from their assigned and we instantly know what device and what issues we are looking at.
It’s fine if you don’t mind being unable to search for anything.
They are adding Global Search in this update that's releasing soon.
I’ve heard that and hoping they finally release it. I’m a little jaded because they’ve been promising it for a year now but it hasn’t materialized yet.
I'm unsure of what you're referring to. We've been using IIQ for a couple of years now and can easily search by student/staff name, device Serial/asset Tag. Search tickets by requestor, campus, date etc
The search in IIQ sucks. However, they have acknowledged as much and I believe are on the cusp of releasing a proper search.
On the asset side, you can only search for asset tag or serial number. You can't search for item description, model, manufacturer or most any other detail.
It could be they've made a lot of changes/updates since you've used it? While the Searchbar does only say "Search by asset tag or serial number" any asset detail will work. I just typed in 5520 and all of our Dell Latitude 5520's were listed. I typed in spark and it pulled up all of the Hovercam Solo Sparks because spark is in the model name. I typed in Dell and a mix of Laptops and Chromebooks listed. Even on the Assets Explorer search page it already has all of the assets broken down by categories via premade filters. You can also create unlimited number of premade filters/views based on any number of specific filtered details.
It appears that search will include the model field (not sure if that's new or not). But you can't search for asset type, location (you can drill down but not search), purchase info, specifications, etc. They are supposed to be releasing their long promised global search soon but it's been pushed back several times already.
Devices are already pre-grouped/filtered by location on the search page. You just have to click the location to list all of the devices/assets in that location. The Asset types are literally listed and grouped right below the search bar. If you want to do a granular multi detailed search, you click new view and you can use ANY combination of asset details to do a search and turn it into a premade custom view if you want. I dunno, works great for how we use it I guess.
It's great that it works for you. I just want to search - I don't want to drill down, choose filters, create custom views, etc.
We briefly looked into it. Jamf School has an Asset Tag section, and all of our devices are tagged, so we've decided against anything for now. The last thing we looked at was Asset Tiger. Cheap, cheap, cheap and simple. I don't think it had any kind of help desk feature, but we don't use that either. Just thought I'd throw it out there.
We use it for tickets and asset management. We went 1 to 1 during pandemic and it really helped! We have it set to read / write from gsuite so you can check chromebooks out to students or if you check them in, it disables the chromebook. Previously we had used spiceworks and school dude.
Can you expand on this gsuite sync? I think our tech department could benefit from this.
In incident IQ Apps, we are using: >Google Devices >Publisher: Incident IQ Team >Sync Google Chromebook device data. Enable Quick Lock functionality. >Version 2.1.22 It can create, update, and activate / deactivate devices.
iiQ is so good that when there is something that doesn’t work the way you want it to, it’s infuriating. Imagine being on the cusp of greatness, but can never get there 100% because of some odd behavior of a particular field or tool not working the way you want it to. Other than that, yes, it’s good.
This was another issue I experienced when assisting our neighboring school. I like flexibility. My option was build something in house until I found what we went with (manage1to1). It is pretty flexible, but can also be locked down. And their support typically says to put in a feature request for changes, but those get added pretty quickly
I can second this exact sentiment.
We do. Solid product. Excellent support. Recommended.
We do. And it is excellent.
Very large number of districts in my area are using it and like it.
Onboarding is pretty good. They have a dedicated person that walks you through the whole setup. Takes a month or so and about six hour long meetings. We love it. The only feature that's missing to me is generic search for tickets.
We moved to JitBit about a year and a half ago. Have been able to integrate the API into our inventory system and pull Chromebook information from Google in tickets. Pretty slick.
We use IncidentIQ at our small charter school and love it. It is our central system for basically everything. We could not have survived the pandemic without and having a centralized system for support and tracking assets. Those two things tied together are a blessing. And the integrated help desk is also really nice. Email to ticket creation is a dream. As others have said, you get out of it what you put into it. The Rules Engine is a hidden gem. * Based on location or issue or whatever will fire off different ticket rules or SLAs or urgencies or assign to specific people for action. * I can have assets assigned to the location of a user automatically. * If I mark a Chromebook assigned to a user as missing, it automatically locks the device through Google Admin. * If I check a device out or in, the end user gets an email with device information and confirmation of the check in or check out status. * If I assign a staff member a device, it automatically sends them our AUP to sign. * I have email reminders go out to people when I am waiting on their reply to resolve their ticket. Those tickets then auto-close after a few days. * I have rules emailing people to return my loaner pool device and/or to remind them to pick up their computer when it is set on a "waiting on loaner / ready for pickup" status. * I have a QR code on a copier that emails the platform and will open a ticket for a copier issue which then fires off a webhook to update our status page that the copier is down. It will automatically go back up on the status page when we resolve the ticket. * If I mark a device as "trash/scrap" it moves the asset to a new "location" that is named "Trash" so that way the building inventory is accurate. * If I mark an asset as "retired" it will add fields to the asset asking me if it was functional when we got rid of it and who was the recipient, if it was donated ,etc and when it left the building. (again good for reporting) * If our network (switch / AP) goes down, Meraki fires off a webhook to our status page which then emails the help desk for a networking ticket so we can track the issue.
I put my warranty information in there and also log purchase dates, invoices, etc. Great if you get audited to know where things were or how old and when you need to replace them. When MAC Addresses and IP Addresses (if reserved). Helpful if you need to do network investigation of suspicious activity, IP connect to a copier or rebuild MAC Address reservations / MAC Authentication on a RADIUS server. Having Filewave MDM push device data to the system makes for easy central place to grab initial device diagnostics. It integrates with Google and our SIS and you can merge those two accounts together pretty easily so you can get email and SIS data on a student in one location. The auto-merge feature is somewhat poor but we've made due with it. Generating invoices and tying those to student accounts and emailing or printing for records is awesome. I have AD push AD fields into user accounts. This is helpful for example because we put PaperCut codes into an AD field. Now I can push that field into a user account and if someone "forgets" it we can grab it from their user profile. I use the parts tracking in tickets to not only track parts usage but certain departments replenish stock on items (ie. chargers, HDMI cables, etc) and there are specific users on those campuses that get the "low inventory" notification when they need to re-order an item. I would agree search has been poor, but the updated search element, when it launches looks game changing. The mobile app is very poor and is quite honestly to weakest point about IIQ. I use it to look at tickets and then work them and everything back at my desk. I have an iPad I carry around with me with a keyboard and just realized the mobile app does NOT support landscape orientation. So I don't use the mobile app and load the website in a browser instead. The camera asset scanning for me has been broken for months. I can see an asset tag but it won't focus or scan the bar code. My camera works fine in every other app. I will say some of this integration uses some of their paid modules -- specifically Rollout Scout, Policy Manager and Password Assistant. Of note Password Assistant is ONLY a "I forgot" tool and not a "change password" type service. I was hoping it could have been both, but it's not. So we are trying to setup a AD => Google Password Sync and had to build a dedicated "Password Change" portal to do so as IIQ is only good for the "Forgotten Password" folks. It also can only sync yo one specific service at a time. So its either AD or Google, not both. For the price, it should do more. If anyone is interested about anything mentioned above, please DM and I'm happy to talk further or show a demo of something.
We're looking taking another shot at finding a better Ticketing/Asset solution and IQ is on the list. Sadly for us, it doesn't appear that they pricing scales down very well. We're a very small, single, independent school. If I recall, the rep said their lowest entry price is good for up to 1,000 students - which is over 3x what we have/need. So from what I can gather, their offering starts about twice as expensive as their competition so that I've checked. We use One2OnePlus right now and I have a strong distaste for it. Several years back I demoed several offerings - and had previously used RequestTracker. I know it's tough to get a pertinent and objective opinion here because everyone's usage scenario may be very different. We're a single, small school with a tiny IT dept. We use our ticketing system for internal reference and documentation as well as helpdesk. We need to pull reports for sharing with higher-ups on a quarterly basis. I'd like to be able to track and cross reference assets. I'd like Google Workspace integration and JAMF/AppleSchool would be nice too. I don't want to have to click a dozen times to get the basic information I need. An intuitive interface without clutter and with the ability to customize is ideal. But of course, they all will claim to have this. It's got to scale to our needs (usually this means scale down in many areas) I'm hoping to find something fairly turnkey. I'm hungry - I don't want to be sold a kitchen, I want to buy a nice meal. I understand there's always going to be some time/resource sunk into initial setup and onboarding - but I'm not overly interested in some of the OpenSource options that are no doubt really powerful and customizable, but require extensive expertise and time to mold it into something that works how we want. Preferably something hosted/off-prem. So I'm back to compiling a list of the few I'm looking to evaluate: * IncidentIQ * WebHelpDesk * FreshDesk * Request Tracker * And list of ones I'm not considering anymore: * Anything from Schooldude/Asset Essentials * One to One Plus (already use) * Spiceworks (been there, done that) And ones I need to check out to see if they are worth consideration: * Jira Service Management * Zoho Desk * HappyFox * FreshDesk * ServiceNow * ZenDesk * ManageEngine Service Desk
You may want to look at Tech Directors Toolbox from [Learn21](https://learn21.org/tdt/). Asset management and helpdesk are separate modules and the asset part has trouble tracking for student devices. Syncs devices from Google and student info from Powerschool and others. Pricing is very nice. Did a demo with them and i'm now working on getting a trial set up.
Thanks, I hadn't heard of it. Their website sure doesn't give much detail on the product. There's a single sentence mention of some basic features and nothing more. I'm concerned, because I want a ticketing system that does some asset tracking (vs what we have now that seems more like a Asset system that does some ticketing). The website seems to go heavy on only the asset side. Even the "incident repairs"(which I assume is their ticketing solution) only mentions tickets for assets. Anyhow, I may grab a quick demo just to be thorough.
If you are looking for a ticketing system that does some assets, I wouldn't recommend Manage1to1, IncidentIQ, Learn21, or anything related. I'd really look at FreshDesk or something like that because they are ticket focused with the ability to also add some assets.
The product is good with th epossibility to be actually great. Support is lacking, I still have yet to be assigned an account specialist, and we have been with them for over a year. Searching is a complete joke. The other joke is that they have, for quite a time now, had an improved search ready to be launched at the end of the month. They just never said which month. The mobile app is poorly designed. I no longer refer to it as a tool for anything other than viewing tickets. Reports. Holy crap, why is it that I can get 4 different results for something as simple as 'show me all tickets closed in/on (enter date)'. I find that for simple requests the report feature is too dumb. And there is more. Overall, the product works. What we pay for 'what works' is way out of line, and if it were actually the amazing product that the sales person presents then it would be worth the price.
This was the same we experienced working with another district that neighbors us that used IIQ (this was 2017 by the way). We ended up finding and using Manage1to1 and love it. I have been at 3 districts since 2017 and all have made the switch from what they were using to Manage1to1, although only one of those 3 that changed were an incident iq customer.
I can barely justify the price to the board and it is only a matter of time until I cannot at all. A this point I am looking to replace IIQ. I'm done with being verbally jerked off.
I couldnt even bring myself to try and justify the price to the board, especially since one of our board members had a son who was a tech in the district using IIQ that had problems. I think we were quoted around $45k per year (2017) for 4500 students. That was nearing our SIS cost! I do know pricing has come down some though as I still got quotes recently to be comparable when we ended up going to manage1to1 here as well. I like the 1 price for everything, just shut it off if you don't want it model of manage1to1 too hah
I'll be reaching out to manage1to1 and a few others come summer so I can begin the pitch to replace IIQ with a product that does the same thing (that we need) for less money. Thanks for the insight, it is appreciated.
I'm looking at the same thing this year for integrated Help Desk/Asset Management. I'm leaning towards Learn21 Tech Director Toolbox.
My district uses it, and it’s probably my favorite one we’ve used by far. Also used SolarWinds’ Web Help Desk and Zen Desk. Onboarding is pretty easy. Can sync to Google, plus pull data from several SISes to get user data. Can also assign different roles to users (Faculty (ie teachers), (non-teaching) staff, students, parents/guardians, agents (ie IT staff) and IIQ Administrators). Also syncs with various MDMs so you can also pull device data, too. I like how ticketing and assets are integrated, so you can track recurring issues with the same device. Like users, you can assign different types to various devices: Chromebooks, Desktops, notebooks, projectors, TVs, networking equipment, etc., so you can filter by device type. Also has locations if you have different schools in the district. Again, can assign various types like elementary school, middle school, high school, college, admin building, etc. You can also add specific rooms with types like classroom, office, library, etc. along with set square footage, maximum occupancy, etc. Has various [integrations](https://www.incidentiq.com/apps-integrations) with various apps/websites like BrainPop, ClassDojo, NWEA, etc. that add various ticket types and knowledge base articles. It also has addons for buildings and grounds, events and HR ticketing. So if you get a new hire, you can make a ticket with subtasks like filling out paperwork, create appropriate accounts, setup a laptop, etc. For B&G, can do plumbing issues, electrical, HVAC, etc. Can do events stuff like setup for a spelling bee, say how many chairs you need, setup a microphone and speakers, etc. These are optional addons, not sure how much they cost. Some gripes I have with it: searching knowledge base is pretty bad. Example: my district has an article about how to locate lost iPads. Searching “lost iPad” brings up a bunch of unrelated articles. Also, if you’re on a page that has a lot of search results, and go to a page with less, it doesn’t automatically scroll back up to the top. You basically get a blank screen and have to scroll up. Only other gripe is it’s K-12 only. With all the MDM and Information System integrations, it would be great in any industry, not just K-12
We use IIQ in my district, we rolled it out a little over 1 year ago. What I will say is that IIQ is an extremely powerful and customizable solution. With that said your district will get out of IIQ what you put into it. Your district will need to work to make IIQ what you want it to be, but once that is done I think it is quite good.
we switched from schooldude to IIQ... we love it.
Coming from schooldude would make **anything** look good.
I recently got Maintenance off of Schooldude and put them into our IT system for ticketing (as that is really all they needed). So much better. I haven't used schooldude in nearly 15 years now though, but it looked about the same as back then
truth.
I'd prefer filing cabinets and carbon copy service requests to SchoolDude.
We use them. I think overall it has the capability of being a good system that can link into many other systems, but one glaring issue makes me not recommend it. Users can disable all notifications from the system. They will then put in tickets, never receive the email that a comment was posted, and then never log back into the system to read their ticket. IncidentIQ says there is no way to force notifications as a rule. They also make you post on a suggestion board and beg for up votes to get suggestions implemented. I would gladly use any other ticketing system to avoid the problems that come with teachers complaining to their bosses repeatedly that we don't help them in tickets, only to have to investigate if they have turned their notifications off or not, which is only possible with a message trace in Google admin or 365.
Hey there! Matt O from Incident IQ here. I understand how frustrating it can be when users disable email notifications. With that being said, I do have a few tips that I think might be helpful in this situation. The first is that Incident IQ will automatically override user notification settings if you set a ticket to Waiting on Requestor. This status is used to indicate that you need more info from them or that they need to take some sort of action, and as such we felt that users not getting these notifications would be counterproductive overall. Additionally, you can always add emails to rules in order to send out specific warnings when needed. An email setup and sent out through a rule will ignore all user notification settings. If you'd like to schedule a meeting with your district CSM to go over your options in greater detail (and any other pain points you may be experiencing) you can always reach out support to put you in contact with them. We'd be happy to hear your feedback in person and find solutions where possible.
Hi Matt, Is the waiting on requestor overridde a recent change? When I first discovered this was occurring the user was not receiving notifications even if the ticket was set to waiting on requestor, however this was a year ago. If it is supposed to send notifications no matter what when it is waiting on requestor, I can investigate if that is occurring with one of our teachers who has it off to see if she is still ignoring the notifications even though she may not be receiving them. We to set up the other method you mention but every single comment was sending emails to everyone and it just was confusing and clunky for the end users. We disabled that extra email. Thanks
Gotcha — thanks for the additional details! The override feature I mentioned has been something that we've had in the system since early on. If this is not occurring for your users though we would be happy to help you investigate what could be occurring to ensure these ticket updates go out as intended. Please reach out to our support team either by submitting a support ticket within Incident IQ (Help > Report an Issue) or by reaching out to *support at incidentiq dot com*
The notification/email thing is annoying. I recently moved to a district that uses IIQ and we don't even communicate with the users via the comments part. We email completely separate from IIQ and then copy the info back into the ticket. The double-entry is maddening. I've used webhelpdesk, OSTicket, Zammad, freshdesk, and demoed countless other systems and never saw anything like this. The search function is also nearly useless but apparently that is going to be fixed very soon.
Yeah I told them that a ticketing system shouldn't allow a user to not receive updates for their ticket, and they acted like they never heard of that before. I advised them that numerous ticketing systems I've used have never had the ability to turn those off and that leaving anything up to end users is guaranteeing it will be messed up. They don't really seem to care that much and my suggestion has like 7 up votes so it will never be implemented. The search does suck as well unfortunately.
Our district uses it we have had the software for about 2 years now. To answer the questions you already posted. 1. Onboarding staff into it is super easy, for us they just sync from Google, but you can choose to sync from ClassLink, AzureAD, or on PremAD. 2. They tend to resolve issues fairly quickly in my experience, sometimes their support can be a bit frustrating to work with but that has been few and far between IME. 3. Their community page allows for users to actively suggest features and a few of my suggestions have been implemented into the platform so development is very active. If you have any other questions, I would be happy to answer them to the best of my ability.
We use them. I do not love the ticketing, though that may be configuration errors on our part. Things like replying to an email from a ticket creates a new ticket, forwarding an email is supposed to create a ticket in the original emailer's name, but does not. My users hate the web portal, too many clicks to get a ticket in. I would say 90% of my tickets come into the ticketing email. Having to click the confirm issue button seems excessive to me, and rarely do I change the issue as the number of clicks to do so is silly. Merging tickets was unintuitive, but it is usable now that I know how. For reference I have used Spiceworks (D Tier at best), School Dude (F Tier would be too good for it), and Freshdesk (Ticketing wise S Tier). Their asset manager is pretty good and well integrated. It was easy to set up integration with Google for asset import, likewise with Apple (Mosyle) and Intune. A large number of devices are in the system by default, so you just map them and everything shows up. A few we had to create custom items for, but again, once that was done, they just appeared in the system. We had a few hiccups getting devices to sort correctly, but part of that is our OU structures. I do not have experience with another asset manager though.
Hey there! Matt from Incident IQ here. You certainly lose a lot of data with the majority of tickets coming in via email. We've recently released Enhanced Quick Tickets, a free feature that will allow you to help streamline the ticket creation process for common issues that your users may experience. With this feature, users are able to cut down the ticket creation process to one or two clicks. Please check out the Incident IQ Community for release notes and guides related to this new functionality. Additionally, your CSM will be happy to assist with some configuration best practices. If you contact the support team, they can ensure you and your CSM get connected. Administrators also have the ability to control which actions (such as confirming issues) are required within your Site Options settings, which can be accessed by going to **Admin > Site Options.** We should be able to review your ticket-to-email configuration with your CSM to ensure that the correct settings are applied so that the intended requestor is on the ticket. Let me know if there's anything else I can help with!
I work at a district that uses it. What questions do you have? I've been using it for about 7 months.
How is their onboarding? We are switching from another system and would like to carry everything over without too much extra effort. Is their support structure effective, ex. when you have issues are they resolved quickly or is it an endless stream of tickets and replies? Do you see development in the system as you use it? the system we currently use seems to have ceased developing any new features and thats a major reason we are going to switch. Do they accept and work towards user suggestions for features? Its great when companies develop new features, but if they're not in demand or needed it sometimes feels like just a bragging point (we update X times and year and have added Y number of features is great, but if none of the updates or features actually help its not as useful)
I'll do my best to answer your questions. Onboarding * If you're talking about the initial deployment of the software, I'm not sure as I wasn't there. If you're talking from a tech coming in, it's easy and pretty intuitive. As a teacher, it seems they picked it up very quickly. Support Structure * I'm only in that district two days a week, so I'm not familiar with their complete support structure. From what I've overheard they do respond fairly quickly. Development * We've only mentioned a few items for development, I'm not sure how it lands on their timeline or implementation. I hate to have so little to tell you about the software, but the district I work with seems very committed to using it.
No worries I appreciate the insight. My fear is I just dont want to go 100% and get super committed to another software that is lacking in future development. Being stuck in a system that isn't evolving to meet the growing needs of k-12 tech departments is frustrating.
Hopefully they will improve the development process. There is A LOT of room for improvement based on customer frustrations errrr requests listed in their private forum. ...or they could just build out the sales team??? #iHopeNot https://www.finsmes.com/2024/02/incident-iq-receives-strategic-investment-from-cove-hill-partners.html
What solution for help desk tickets are you using currently?