@JustinRaynor_iiQ Thank you for submitting your question to our community! 😄
This is a great conversation to get plugged into. I know some of our users would be happy to chime in.
@jclark @Cozmo03 @AMeyer Greendale Schools @mwhite @PVALDESPINO 5803832 scuc
Any thoughts to share?
I’ve got a handful of thoughts:
- Take the time to go through the various models (hardware and software) and the issues associated with them. Hide/delete anything you don’t need and combine the issues into as few categories as seems reasonable.
- Add Quick Tickets when making big changes. We overhauled our SIS permissions, and our database manager suggested including a Quick Ticket in addition to the emails & other announcements.
- Include links to iiQ anywhere tech is mentioned - a managed bookmarks folder, the district website, anywhere that internal professional development info is stored, etc.
- Consider enabling/allowing emailed tickets from internal staff. This helped my previous district in our old helpdesk system, since we could just forward messages. With iiQ, we switched to requiring tickets for all tech issues. No ticket meant no work would happen.
This last piece deserves its own paragraph:
Remind staff that getting the issue reported is the part that matters. Providing a description of your problem is more important than getting the exact right category. (It does help if they start from the right place though! Asking for a website update via a hardware damage ticket is a little bit off. 😅)
FIRST THINGS FIRST, TURN OFF THE ABILITY TO EMAIL IN TICKETS!!! (I am yelling this, but in a nice way. Honesty time, we still have the ability to email in tickets, we are turning that off at the first of the year. 😀) Make them login to IIQ and then that will trap them with all the information they are going to need. Trap might be the wrong word, but when they see all the information that IIQ presents, they will like it, and all its goodness.
Nobody likes email. Constant bombarding of pending tasks, disorganization, spam, poorly used reply all functions, and the consequential emails saying not to reply all, who wants that? Why do we want to live like that? If your customer base sees all the information that you get from looking in IIQ, they will not want to live in email.
In our district, specifically elementary schools, the Admin Assistant in the main office does most of the ticket requests for the students iPads. They could have 5-10 iPads out of the building at any given time. If the admin assistant log into IIQ they can easily view the status of the tickets and what stage of repair they are in. One stop shopping. We have heard back from some of our Admin Assistants that login to IIQ, they like it more than email. They like the structure and the organization of it. We love getting feedback from the Admin Assistants because they are in the buildings and on the ground in the trenches. They are pretty good at sharing what needs to changed or fixed. Always a great asset!
Summer is always a good idea to go through and audit all of your issues/ticket types within IIQ. With issues being renamed/reorganized or new IIQ modules being added, I’ve seen districts utilize the announcements app to draw attention to changes in IIQ: https://community.incidentiq.com/discussions-tips-and-tricks-70/teacher-onboarding-made-easy-with-the-announcements-app-1001😀
I also love @AMeyer Greendale Schools idea of using a Quick Ticket for big changes!
