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Find FAQ's about Ticketing and favorite Ticketing workflows from other districts

  • 715 Topics
  • 2,962 Replies
716 Topics
dbindschusz
dbindschuszObserver
asked in Tickets
Can followers see comments that are not visible to requestor?

Hello! We’ve started to have some confusion on what comments are visible to who in IIQ. We tend to add several followers to many tickets, including other agents, and external email addresses(to communicate to parents). I’m not 100% certain who can see comments when the comment is set to “Not visible to requestor”. Do all Followers see it? Is it truly just the requestor that doesn’t see it? Is it just Agents that are followers that can see comments set like this? Does anyone have any ideas? Thanks!

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A
Participant
akorkishkoParticipant
asked in Tickets
2/13 iiq issues (tickets not loading)

Is anyone else not able to load tickets this morning?

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A
Participant
D
Participant
Daniel PParticipant
asked in Tickets
The "Set Issue" drop down in ticketing rules is very confusing

Hi, I’ve been trying to create a ticketing rule based on certain keywords. Essentially, if an email comes in containing the “Parent Square” keyword, I wanted the ticket issue to be set to “ParentSquare > Other / Issue Not listed > Report an issue”. The screenshot below shows this category exists in our environment. However, when I go to the rule and search for Parent Square issues, nothing shows up. Also, just to test, I tried searching for specific Parent Square issues, such as “Email not received”. This time it did find the issue: But for some reason the rule does not categorize this issue under “ParentSquare”, instead it puts it under “Classroom Management > Messaging issues” Anyways, am I doing this wrong? what am i missing? Also, as a side note, the search function for issues is very, very slow! Thank you in advance.

9010
Hannah Bailey
E
esamObserver
asked in Tickets
Issues with iiq - 2/11/25

Anyone else seeing issues with the platform this morning? Forms are not loading, jobs not running, pages loading slow… I don’t see anything on the status page yet so I submitted a ticket.

677
Kathryn Carter
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Contributor
CLee 1176405 shakopeeContributor
asked in Tickets
Forms gone missing

Anyone see any forms having gone missing? All our forms are missing from designer.

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Kathryn Carter
E
esamObserver
asked in Tickets
Limit ticket access to group

Is there a way to limit access to certain tickets to a team? I have assigned the ticket to a team but other agents can still view it. We want to limit access to tickets that might have sensitive data. Thanks

13315
Kathryn Carter
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EHall 8973e4d husd22Observer
asked in Tickets
overtime logged

Why is all my labor being logged as overtime in the Labor Cost and Labor Logged? What feeds this graphic?

386
Kathryn Carter
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TThomas 77ef8f atlisdObserver
asked in Tickets
Shortcuts

Is there a way to create shortcuts without starting a ticket? I would like to go create shortcuts for all the google classroom links we have on repeat tickets without opening a ticket.

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Kathryn Carter
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Participant
Daniel PParticipant
asked in Tickets
Is it possible to make it mandatory for agents to categorize tickets?

Hi, We are still allowing users to send tech support request emails into IIQ. When a new email comes in, for the most part (we do have a few automations based on keywords) it is up to the agent to place the tickets in the right category. However, they often forget and the ticket gets closed out with being filed in the right category. Is it possible to enforce categories before a ticket can be closed? Thank you!

8711
Kathryn Carter
I
I.T. tech MayfieldObserver
asked in Tickets
Ticket time missing

What happened to the activity tracker on my tickets that I am working on? I used to see how long it has been in my que.

635
Kathryn Carter
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Contributor
CLee 1176405 shakopeeContributor
asked in Tickets
Ticket View: Where did the updated go....

Did I miss changes coming to ticket view? Used to see updated on standard ticket view Now not there

18410
Kathryn Carter
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DAdmin 247b1c8 rsu39Observer
asked in Tickets
Does this ticket contain protected student information?

I am wondering what this option does if you say yes?

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TSaunderslucy 68018b6 motsdObserver
asked in Tickets
Different Dashboards for Different Teams

Is it possible to have a custom dashboard for different teams/Users? Can i create it and roll it out to a specific team/User?

452
JMcMillan_iiQ
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DOaks 3070143 edkeyObserver
asked in Tickets
User permissions, ticket view

How can I limit ticket views to only the person who submitted the ticket and followers. Sometime there is sensitive information in a ticket and any user can keyword search and look at all tickets, even if they didn’t submit the ticket.

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Clint FosterObserver
asked in Tickets
Email to ticket - markup options?

Good morning, if I’m sending a plain-text email to IIQ intending it to be a ticket, can I use any kind of markup like HTML or Markdown to dress it up, or will it always come through as plain? Or if I send it as an HTML mail, with that markup come through, or do all email-to-tickets come through plain? Thanks!

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MLund_iiQ
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KCortez 85384e0 udsdObserver
asked in Tickets
Is Incident IQ down

Is Incident IQ down? I am experiencing longer than normal load times if the page loads at all.

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BLoveday 957e8da lenaweeisd
asked in Tickets
Stale rules applied to in-progress tickets

I have created a stale ticket rule applying it to in-progress tickets. I assumed that it would be applied to all tickets under the in-progress status. However, I ran across a post that stated that it would be applied to any New tickets that had the corresponding status. Would it be a feature request to have newly created rules applied to the work status of all in-progress tickets?

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SLeichner 7534f8b pottstownk12
asked in Tickets
Report by action or previous status

I am looking for a report (or view) that can show me what tickets used specific action. We have a specific action for when our Chromebooks are sent to Dell for warranty repair. It also updates the status. When we get them back the actions are updated (returned to student, etc) and the status changes to resolved. I’m looking for a report or view that can show me which tickets were sent to Dell, either by the action or by the status. Is that possible?

225
Kathryn Carter
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Amy.YorkObserver
asked in Tickets
Google Forms in Tickets

Is there a way to embed a google form into a ticket? I have tried placing the embed code into a info custom field as you do HTML, but it will not work. I don’t want to upload a form to iiQ and attach it. We use google forms to collect and store information on who requests specific things.

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Kathryn Carter
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LnguyenObserver
asked in Tickets
Creating a ticket using a ticket template via API?

Is there a script example or have anyone successfully used the api to trigger a ticket creation from a ticket template? I have a ticket template that only requires the ticket creator to type in a student’s ID and the template takes care of the rest. Here is where the student ID would go.

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Kathryn Carter
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TNan 353bfc0 ycoeObserver
asked in Tickets
Agent changed to someone ele...out of the blue !

I created a Ticket for myself, Resolved it, as well, but then I got an email notification saying that the agent was changed to another coworker of mine. I never did that...! How is that possible. If I would get a valid email from one of the iiQ techs , I could sent you the exact ticket scheenshots and the email I received about this matter. Thank you, Ben

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JustinRaynor_iiQ
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BAlexander 3678735 district65Observer
asked in Tickets
Markdown or Liquid for ticket variables in comments (both internal and emailed)

Hi there, I’ve been looking around and trying out the variables mentioned in this KB article: Supported Variable Data Points for Email Notifications | Community (incidentiq.com) However, I’m just trying to create a general salutation in my comments to users like this: “Hi {{Ticket.ForFirstName}},” But either entering it directly into the comment or using a text snippet shortcut doesn’t appear to work. Any advice or help on this would be appreciated, thanks!

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EStapf_iiQ
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TPokrant 8772f54 susd30Observer
asked in Tickets
Unable to link an asset from list to ticket

When a teacher wants to start a ticket and clicks on My Assets on the left side, it shows all the chromebooks and devices assigned to their classroom. I have had about 5 teachers in the last week tell me that they are unable to click on an individual device listed to start a ticket on it. Is there a setting we’re missing to have teacher’s be able to add the asset/serial number to their ticket?

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LLucille_iiQ
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Participant
jo.cpaParticipant
asked in Tickets
Rules - Subtask - trigger

Is there a way to use a Subtask in a Rule?I’d like to have a Subtask fire off an event/webhook when the Subtask is marked as Complete. Or should I convert that particular Subtask to a Subticket to be able to take advantage of Rules?

1005
Kathryn Carter
MHobdy 4205000 forneyisd
MHobdy 4205000 forneyisdObserver
asked in Tickets
System Trigger for SLA Updates

While Incident IQ already includes a tagging feature, we want to create a rule that automatically tags tickets and adds them to a custom view when they’ve breached their SLA. However, there is currently no system trigger that updates ticket SLA values on a regular cadence. As a result, we do not have the option to filter by "When field is updated: SLA Response" or "SLA Resolution", preventing us from using tags effectively for SLA monitoring. The ability to implement such system triggers would significantly enhance our ability to track and enforce SLA compliance. A cadence-based system trigger to update SLA values would ensure tickets remain accurately aligned with their required service levels independent of Agent, Requestor, or Workflow action. This would allow for more precise SLA tracking and improve overall service performance. Introducing this functionality within Incident IQ would provide the robust SLA management capabilities needed to improve service delivery, accountability,

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MHobdy 4205000 forneyisd

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Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

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