Teacher/Staff IIQ Training & Tech Support Methods Offered

This is a complex one, but this is what we did and has been very well received. 

I created a bout 8 under 5min videos for our staff and our agents to show them how to use the platform not only to how to submit but other functions. In the 4 weeks leading up to the roll out plenty of Top down and District wide communications were sent out around IIQ, with some of the short intro how to submit a ticket videos on each email.

1:1 training with our agents was done during the set up and configuration of IIQ. And this is the complex part. We did NOT use out of the box IIQ… it was / is WAY to complex..  we made it as few clicks as possible.  (( shown below )) in order of how they would use it.

1.  Log in one button (( just click here ))

2. 

    Font Page, New ticket (( note no KB, no HELP buttons or flyout ))

3. 

   New ticket creation… two options one for Facilities one for Technology

4. 

   They both have  as few custom sub categories as possible.

5. 

   Teacher, Site, Room info is all pushed / pre entered on creation for the teacher/ staff as they go. Last Screen they fill out the details.

6. 

    That’s it !

@lhofius Thank you for submitting your question to our community! 😄 This is an excellent question for our community to receive district workflows. 

Just know that you can also leverage our academy for your agents; there are requestor courses as well. 

Thank you @ADeLacy 640001e ghsd for sharing your workflow! 

ADeLacy 640001e ghsd, How did you get that degree of customization?  I’d love to be able to divide things up like you did but I was under the impression we can’t change the initial “What is this ticket about” categories and had to go with what was available out of the box:

We’ve had the system for over a year now and are reticent to roll it out to our teachers because of just the EXACT issue lhofius has noted:  Too complex & too cumbersome for the lay user to use unless we can extensively customize what is presented to them.

I would love to be able to do a setup like you displayed but this ticketing system is so rigidly “asset focused” that I’m unable to do what I want.

@GStawick 387cc0c oxfordschools Thank you for providing your feedback on this thread. Could you explain to me what you are trying to accomplish with your workflow? I would love to assist you in getting your site the best way possible. 😄

@GStawick 387cc0c oxfordschools  , This will be hard to do while in production but I can lead you though it to some degrees please keep in mind these changes will effect ticket submission for your users as you are doing it Unless you pick a category, remove all the visibility from everyone but IIQ admins / agents…

 Admin > Issues> Ticket Types, Uncheck options, We Used “other requests” but you can pick Any of the listed as your Primary Ticketing source.

Admin >Custom names, we updated “other requests” to be listed as Technology

The HARD part…  Admin > Issues

under the Tab for “other requests” we removed MOST of what was listed or created New, used a custom name.  An Example of ONE ticket type.

 you also need to pick / select your Action items if you are enforcing this,.

Make sure you set the visibility as well as you see fit.

This is a CORE of what we did just in mass for it to be simple.. it took me a bit of time and testing but made for an easy transition.  If you need more details let me know !

I have been working with our techs to minimize those “stock” options but they are telling me they are global and cannot be removed or adjusted. Sometimes users select and option and it changes their input options. If a user selects a software/system for their issue we cannot attach the ticket to their device. If the user creates the ticket as a computer issue and it is really a software issue we cannot attach it to the software. This would clean up reporting if it were able to adjust or modify it. (Maybe there is and I have not found the way. Another example is our Door systems or fobs do not fit in the stock options. We would like to have business and facilities tickets be options as well right on the first screen.

@mziegler you have a limited ability to modify the first level buttons. Use Custom Names:

I’m rolling out some self-service options (create a KB, link KB to issue type, rule looking for issue type to then trigger email to user and auto-close ticket) for HR/Finance such as ‘view pay advice’ or ‘view leave hours’. I am using the ‘Provisioning’ button and changing it to “HR/Finance”. Then, as @ADeLacy 640001e ghsd noted, I had to get into Admin/Issues and create issue types and respective resolution actions. I’ve spent countless hours in there touching various things.

I still have one more of the ‘top 5’ issues I can modify, if needed:

We are in year 2 of our implementation. I’ve had to move staff from email submissions to logging into the portal. That took a solid year. Facilities was initially on their own system. We brought them into IIQ. As we build more functionality in IIQ, the value to our end-users grow. Plenty of folks still complain about the change or have a hard time tracking the email/spam that comes out of IIQ (sorry IIQ team, but it’s true. Notifications need some more work;) Like I mentioned earlier, building KBs and assigning them as ‘recommended solutions’ can be another way to add value. Look for the small victories to win over your users.

Email responses looking like spam is a HUGE issue. I had a teacher reach out with a login in issue, and when I requested more information they marked the email that was generated by iiQ as a phishing attempt, so I had to reach out to them personally to let them know that it wasn’t phishing but rather a legitimate response. I guess credit to our phishing training program for making out faculty appropriately paranoid, but boy does the iiQ email system have much to be desired.

Love all this collaboration on this thread! Thank you, everyone, for sharing your workflows! Screenshots and step-by-step instructions are the best way to share your workflows here! 

Hi lhofius! Our staff all have the ability to use SSO and get in to submit tickets. We also have an IT HelpDesk that our staff can call to help troubleshoot their issue first. If we are not able to help them right away, we can put a ticket in for them. This helps with the accuracy of the information and proper routing of the workflow.