IIQ to enhance tech efficiency

​@courtney-long Thank you for submitting your question to our community! 😄

What you are looking for would be a kiosk mode for iiQ where they can submit their tickets without having to log into the system. Here is an idea exchange item to check out: 

In the meantime, I like the idea of a google form to ticket where those students can fill out things like name and email and their devices! 😄

We have 6 technicians for 17 buildings, so are in a very similar boat! A couple of quick thoughts that work well for us:

• Allow students to log in and submit tickets. Making the assumption you have provisioned accounts that can sync into the system (i.e. Google), you can limit their ticket creation via permissions to their assigned device or certain categories. Then you’re already controlling the information you receive (names/emails/locations) within the IIQ platform.
• Leverage class rostering so teachers can submit tickets on behalf of their students (we use ClassLink for this)
• We use the Teams concept for Technicians, Pick Up, and Delivery to easily identify actionable items for our agents based on the Team that’s assigned a ticket. That way, if a tech is going to a building, they can easily identify any Pick Ups, Deliveries, or other tickets at a location at a moment’s glance.

I’ll give a bunch of kudos for IIQ’s integration with Google, as well, for device integration to Google and Jamf (for our Apple devices) so we can keep IIQ as our source of truth for all inventory and tickets and have it feed out information to those platforms, as needed.

In my district we don’t have a tech for each building either.  Ticket rules assign tickets to agents based on area of responsibility.  For example; my “home school” is the middle school but I’m also responsible for the bus garage,our transition program and all printers in the district.  So tickets from those locations are automatically assigned to me or if the printer category is printer related.  I do love that our info for IIQ is sync’d with Google and our SIS.

Hello,

In my district we have students, agents , admins all in IIQ. We allow students to create their own tickets for any issue they may have. We do have a Service Manager that manages the techs, and also can assign tickets based on tech’s location and workflow. I did also create a workflow rule to round robin tickets as they came in for a new group that we made in IIQ. However, we now are seeing inefficiency issues with two techs getting the same building and one is on site and the other is at another building across town. It makes more sense to just have a help desk manager to assign tickets based on location and skillset. We utilize walkie talkies that span over antennas to check in and answer any questions. It seems to work well this way, communication is key. 

​@bnagel - how exactly do you leverage classroom rosters for teachers and ticket submission? Just wondering if you could give a few more details.

We have five technicians who provide support for 18 instructional buildings. We would not be successful without some level of building support for student requests. We do not interact directly with students. All student requests are submitted by staff members.

Each building typically has a point person for Chromebook support. The level of involvement at minimum is ticket submission, loaner device assignment, and management of a centralized drop off and pick up area. Some buildings share this responsibility, but most will have a librarian, secretary, or other staff member take on this responsibility in addition to their other tasks. 

HI ​@PBauchan 650c0fd mvsd - we use the ClassLink app integration, which pulls in our class roster data and allows teachers to see “My Classes”, which lists their rostered classes, students, and the students’ assigned devices, plus the ability to quickly submit a ticket on their behalf.

Love all this collaboration everyone!! 😄 Hopefully we got some ideas flowing for you ​@courtney-long