How tickets are being submitted

Hi! If you are using remote support ticketing, the experience is already similar to what would be if the tickets were submitted in the application.  At my old district, we would introduce IIQ at our new teacher orientation to get them off and running using IIQ.  When we initially brought in IIQ, we built a campaign around it, posting announcements and even putting up posters.  Along side of that, our Tech’s would instruct, as they were working in our schools on how to submit a ticket.  We also had a few rock star teachers to help too!  In the end it was consistent communication and guidance.  Also, there is training within the IIQ Academy for requesters that can be added to the campaign too!  I am also interested in hearing how other districts promoted IIQ ticket submission 100! 

Thank you for the info.  I actually meeting with my boss Monday to bring this up and hopefully come up with a plan to get the staff to start using IIQ instead of email

You may also want to pin the link shortcut to iiQ on all staff desktops/laptops labeled “Help Ticket” or “Submit a Ticket” or “IT Support” etc.

For example, with Windows you can do this via a Group Policy. If you are managing your MacBook fleet with Jamf, you could create a policy or script that pushes out the shortcut.

I would suggest reviewing your ticket types, issue categories, and issue types and rename them or create new ones. Using naming conventions that teachers & staff can relate to and understand will ensure that you get tickets submitted the right way. For example, “hardware damage” might be confusing to somebody who does not work in IT. Therefore consider renaming that to “device issues.” You also could consider leveraging our Quick Tickets, which can give your staff the ability to quickly submit certain tickets that are most common. 

I highly recommend that you reach out to your Customer Success Manager to review this items with your team to better understand your workflows. 

When we switched to IIQ back in 2020, we didn't give them the option. We put a auto reply on the old email address that gave them a google doc showing them how to call the HL or log into Classlink and submit a ticket via IIQ. 

So my suggestion is put a auto reply on your current email and pick a date of when email submissions will no longer be accepted ( you don’t have to actually follow through just say you are) and give them info on how to access IIQ and submit and see their tickets via the web interface. 

LOL,  I wish I could do that.  would make my life a whole lot simpler.  I do like the idea of the auto reply with the link.  I will pass that along and see what happens

thank you

Yeaaaaahhhhhhhh … we can barely get our teachers to stop and email the helpdesk. It’s been a constant of answering the phone and saying “Please email the helpdesk” for two-and-a-half years. We’re making headway on changing the culture here, although some teachers now resort to bribing their head secretaries or building tech coordinators to file tickets for them via email. I truly doubt we will ever get them to go to yet another site (in addition to all of the curriculum and Google sites they use each day), log in, find the correct template or settings and file tickets manually. Be nice if we could, but I know a losing battle when I see it.

I agree with Steve on this.  Every year, our teachers get more sites, usernames, passwords, etc. to remember and use.  I didn’t want to to that with our helpdesk tickets.  We just tell our teachers to email in their ticket and don’t even bother to go over how they can log into the site itself.  Most do not care, they just want help.  Honestly, I don’t see what additional information I would get from them logging into the website than I do via email.  I just need to know who needs help and where they are. Any extra details, my tech team can add to the ticket as needed.  Keep it simple for people, and they are more likely to use the system.  To me, that is more important than HOW they use and access the system.

All of our staff tend to prefer email because it’s quick and easy. All we need to know is who submitted the ticket and what their request is, which an email can provide.

Even if they go to our web portal, we only require them to fill out a description; nobody wants to sit there for a minute or two trying to find the right issue type or other details (which they constantly got wrong anyways because they tend not to care). All tickets come in as New Ticket and IT categorizes it properly now after starting the ticket. Much quicker for them and we have cleaner data!
 

To me, this question really comes down to the design of the “What is this ticket about?” page. Incident IQ only allows four, uncustomizable categories there, which is far too limited for the complexity of technology support. With such broad categories, users are not presented with realistic or intuitive options. This level of generalization almost always leads teachers to doubt and take the path of least resistance—drilling down through the wrong menus or selecting generic categories that we ultimately have to correct on our end anyway.

Because iiQ doesn’t allow customization in this page, we are not incentivized to encourage users to log in and submit tickets this way. Thanks for listening to our feedback. 

We do a training power point during our district’s back-to-school PD days. I present this to our faculty during one of those meetings when they are all there, in the auditorium. At the end, they scan a QR code to show that they completed this mandatory training. The iIQ icon and login is including on our Classlink homepage. End of story. I only address tickets that are submitted in iIQ. I have signs, memes, shirts, stickers, email signature, that all say, “But did you submit a ticket?”. If someone asks me about a problem in person or email, my only response is to point to my shirt or one of my signs or stickers. Turns out, eventually these people who minimally have masters degrees figure out how to submit the ticket as shown during the PD session if they really want their issue addressed. They made me a sign that says “Mrs. Ricks doesn’t play”.