Just a question. We are still having a vast majority of our tickets submitted through email. I would like our district to really push the submissions through IIQ for obvious reasons. Who has done this and what were some of the issues. I still would want the option to send a ticket using email but I want that to be the last option for the user. What worked for those who switched and what were some best practices
Thank you
+2Hi! 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!
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
+1You 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.
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