Tickets

Is there a way to customize the message a follower gets when added.   We sometimes need to add someone from another department to work a ticket.   They aren’t an agent but they handle this particular task.   When they are added as a follower the ticekt doesn’t indicate that and the email just says the ticket has been updated. It would be nice for them to get an email specifically saying“You have been added as a follower to ticket XYZ”

We recently switched to IIQ and a user was trying to send a picture from their phone in with their ticket using the Mobile Site (not to be confused with the Mobile App). In this case, he was using Safari on an iPhone and went to our IIQ site, logged in, and went through the ticket process. He claimed that he was unable to submit an image from his phone or camera through the site, even though the options were there. I too confirmed this on my iPhone using Safari and Google Chrome. You can click the button to “Take Photo” or “Add from Photo Library” but neither do anything. Am I missing something? Or is this a glitch? I totally understand end users not wanting to download an app on their device and just wanting to use the browser. This would be a welcome fix if it is indeed a glitch. Thanks,Keegan

Is there a way for the knowlege base articles to show up in ticket before they submit the ticket? That way if they can figure it out, they won’t need to submit the ticket?

I don't know if this should be idea or not. Is there anyway to possibly make it so that a user can only see tickets that are assigned to them? Like if i have people that should only see Chromebook tickets can i have it so that they see what i want them to. If not that would be a cool thing.

I have questions for anyone who is actively using Email to Ticket.We have a lot of custom fields in tickets because we require specific information in order to work many of the tickets. Do you find that you waste a lot of time trying to get the information you need in order to resolve a ticket? I am worried that if I activate this and people just starting emailing in tickets that we will get flooded with uncategorized tickets with little information and end up endlessly sorting tickets to the right teams and categories.

When working a ticket, where do I go to change the issue?

We use Lexicon Tech Solutions with AlwaysLearning to send Chromebooks for repairs in iiQ.  To create the order in iiQ we must first start the ticket then select “send for repair” then go through the prompt.  We have to do this on each individual ticket and we are usually sending hundreds of Chromebooks for repair at one time.  Is there a way to create a ticket shortcut for this process or to scan multiple devices and send for repair through a bulk operation?.

I would like to add a required action, or some type of features, on tickets that call for loaner issuance to remind my agents to properly check out loaner devices to the staff/student. I currently use subtasks as reminders but that did not help. Thank you. 

I am sure it’s just me, but where is the configuration to set up E-mail to ticket creation ?,   I want to start testing ticketing flows. I can’t seem to find the “root” Email that our staff would use to even start making  a ticket.   (( also, is there two separate emails  one for  Technology and  another for  Facilities ? As always any help welcomed

We are making a ticket template for daily laptop loaners. I want it so that the only field the agent has to type in is the student’s name for on Behalf Of field. The only thing I can’t figure out is how to populate the ticket title with the students name. What I want is the following.  Agent puts in the on Behalf of Field with student’s name (ex: John Smith) Agent submits the ticket and it now says “Daily Loaner Laptop: John Smith” I figured there’s probably some field connection shortcuts but I just don’t know em or how to find them. 

Is there a way to see ticket density?  The analytics can show me how many tickets were submitted/completed for a particular date range, but I would like to see how many tickets are submitted/completed on an hourly basis, and then be able to see that over longer periods of time.  It would help to have this information be exportable to a CSV to be able to do higher level analytics. This information would be used to better understand when I need additional support on the service desk, look for trends, and possibly start predicting when we may have spikes in tickets.

When a user submits a ticket, is there a way for them to see all assets listed in their assigned room so they don’t have to pick from a list of models they’re unfamiliar with?I always find myself unlinking the asset from the ticket and selecting the appropriate asset assigned to their classroom.IIQ already knows what’s in the user’s assigned room because that’s how I quickly link the new asset.Can this feature be enabled upon ticket creation?

How do I create a preventative maintenance ticket in iiQ? Thank you. 

I am curious if it’s possible to create an action that will pull a part from inventory?For example, a damaged/lost chromebook charger. If i select my custom action “issued new charger” is it possible to have it pull a charger from inventory? This would expedite the process of these tickets because then you can work multiple tickets submit the action, pull the part from inventory and resolve the ticket at the same time.  Thanks

We are looking to make our toner request for printers system better. One of the issues we have is that there is no forced option for the user to tell us what toner they need. Yes, there is a text box but in our experience, users will do the least work possible when submitting a ticket.  Is there a way that I am not seeing to force a specific set of questions for specific issues? For example, if they put in a ticket for a color printer, they must check boxes on what color they need?

I have literally every notification box checked to receive  emails for tickets but for some reason i am not receiving emails for submitted tickets. it looks like i will get emails once i assign the ticket to myself and updates but not without first assigning them to myself. This is a little inconvenient since i will have to periodically check to see if tickets are being submitted. is anyone here having this issue or has found a solution?

Can you set the “Describe your issue” field to be required (( like room )) ??     

We are currently using Spare Pools for our damaged Chromebooks. I have set up a rule to remove the owner and switch the location to the help desk whenever they get entered into the spare pool group. But it seems whenever google devices syncs, the owner gets updated which changes the location from the help desk. Is there a way to have Googler Devices ignore the devices in the Spare Pool? I would like for the devices to have an unassigned owner and show location as Help Desk just to have things be more organized.  Thank you 

Some tickets are not allowing us to change the subject. If I go into the More>change issue the full set of subjects will not appear. It will only give me subjects related to what the original subject is. Also there are times when the change subject does not work at all. 

We are in the process of streamlining the Resolution Actions we want agents to use on tickets and I found one situation where I cannot find how to make changes: emails forwarded in to the system.Currently I’ve gone through and set the Resolution Actions for all of the various ticket types (Models, Provisioning, Network/Wi-Fi, etc.) so that there are 6 core Resolution Actions that show up:However, when we get tickets that are created via email, we get a completely different set: Am I missing where I can go to update what Resolution Actions are displayed for tickets created via email or is this a missing functionality?

Sometimes clicking Confirm Issue button doesn’t respond correctly. Typically, clicking Confirm Issue causes the Confirm issue box to be checked and crossed out but sometimes, more often than I’d like, it will ignore the click of the button. Refreshing the page will cause the box to reappear as checked and crossed off 100% of the time. I’ve tried different browsers and computers with the same results. Recently I decided to just move on with the rest of the ticket and eventually refresh the page towards the end and this works also.

Hello, I’ve been asked to compare last years ticket count to this year. What is the best way to pull this information? They would like it broken down by Month and weekly view to show the busiest times of the year. Thank you in advance for your assistance. 

Hello,Will it be possible to make events recurring? We typically have regularly scheduled events, such as bi-weekly meetings and daily after school programs that we input. It would be much easier to not have to individually enter each event, especially if it’s a daily event that lasts for the school year.-Caitlin

We notice that we can add tags to tickets and have been tagging tickets for later reference. How do we find tickets that have been tagged in certain ways?

Hello, Having variables in emails are AWESOME! thank you for this.  I took a look here but did not see comment variable to include on ticket email.  What I am trying to do is if a agent is assigned a ticket and I want to add a comment and email them my comment. For example. I might add a comment not visible to the requestor that the student is in 3rd grade so they will need a Dell Chromebook. I would like that comment in the email send rather than just a comment was made.      Thank youRon