Incident IQ

Incident IQ

4.6
(48)

Incident IQ is a cloud-based technology support platform that allows school districts to effectively support all the hardware, software and systems that teaching and learning depends on.

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Showing 48 Incident IQ reviews
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Thomas R.
Validated Reviewer
Verified Current User
Review Source

"Excellent Ticketing System"

What do you like best?

I was really satisfied with how intuitive IncidentIQ is for usage. The ability to submit tickets and its follow-up on those tickets could easily be reviewed at one glance in their user-friendly interface. We also integrated IIQ into their mobile app to get a better understanding of the tickets on the go.

Their webinar was very informative and allowed my team and I to gain better understanding of some of the existing and new features that are added into IIQ, thus allowing us to implement such features if we deem beneficial to our area of work.

I especially like their responsive tech support, they prioritize tech support and understands that it is essential in this line of work.

What do you dislike?

Currently we have not found any features that are not to our liking. If there were one thing to mention, it could be that due to the amount of data and information provided by IIQ, beginners could be overwhelmed by the information and get confused initially.

Recommendations to others considering the product:

Schedule a demo with IIQ and learn all about their functionality first. The IIQ team will support you in ensuring that the implementation is smooth and satisfactory. This is one of the better support ticket systems out there.

What problems are you solving with the product? What benefits have you realized?

It was able to improve our incident management and support and we are able to track the tickets more effectively. This resulted in an overall improvement in the time taken to rectify issues on the ground.

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Anne P.
Validated Reviewer
Verified Current User
Review Source

"Excellent K-12 ITSM platform"

What do you like best?

We have found having a K-12 specific ticketing system has been very helpful in a school environment. Staff has been very receptive of the new system and the ease of use. Asset Management system has been a great help in managing assets. Access to the platform via mobile devices has been a great benefit in the field. They are constantly adding new features that are very useful.

What do you dislike?

Since the platform is still young there are some non-primary features or enhancements we are still looking forward to, but they are aggressive about implementing new features on a regular basis.

What problems are you solving with the product? What benefits have you realized?

Our previous ticketing system did not have a web interface or a mobile app which made access in the field very difficult. It also had a very dated and confusing interface for our end users. We were also looking for better SLA functionality, reporting and satisfaction surveys.

What Service Desk solution do you use?

Thanks for letting us know!
A D.
Validated Reviewer
Verified Current User
Review Source

"IIQ is a great tool for information technology specialists"

What do you like best?

That it suggests solutions to choose from when closing a ticket, making it easier to close tickets in just a few clicks, allowing techs to move more quickly from job to job, which helps them be more efficient and effective. It also allows the users to describe the issue they are having and even tag what type of equipment they are using. The techs can come with whatever tools or replacement parts they need before they even step foot in the room. It is the best trouble ticket system we have ever used.

What do you dislike?

Connection issues and having to manually update. Both issues seem to have been fixed at this time. The app seems to automatically stay up to date with the latest version and I have had no problems with tickets not loading. No other issues with the app at this time, everything seems to work as it is intended to.

Recommendations to others considering the product:

The IIQ team works well with you to make sure the ticketing software is suited to your needs.

What problems are you solving with the product? What benefits have you realized?

When solving IT issues with Incident IQ, it helps technicians be more prepared before they go in to fix the issue, and it helps techs connect with the end users to solve problems more quickly. The uses can describe the issue they are having and even tag what type of equipment they are using. The techs can come with whatever tools or replacement parts they need before they even step foot in the room.

Brad B.
Validated Reviewer
Verified Current User
Review Source

"Simplistic but heavily configurable "

What do you like best?

I like the easy UI, tracking ticket history, LDAP, and the workers listen to ideas and work with you to get it done. The "Help" being on a per page level and not a giant word document to sift through has helped so much. Every issue we have had Patrick and the other guys at iiQ have always jumped in and helped work through it.

What do you dislike?

As a school district the things we don't utilize is how much time is spent on a ticket or needing to add a action before resolution. I understand the point of it needing a resolution but I feel like the software is more geared for large commercial use. There are so many customization possible that you can spend a long time looking for exactly what you want but the help is wonderful.

Recommendations to others considering the product:

Almost everything in iiQ is customizable, if there is 1 or 2 things you don't like, call and see if they can help.

What problems are you solving with the product? What benefits have you realized?

We utilize this for a high school chromebook repair class to work with out technical staff by letting the students repair the chromebooks. We just make the kids agents and give them only the permissions they need and it works flawlessly while teaching the students real world work experience.

Ryan N.
Validated Reviewer
Verified Current User
Review Source

"Quick and Clean"

What do you like best?

The simplistic design with exponential functionality. Everything is very user friendly, however the power of incidentIQ is unmatched. You can achieve what used to take hours to complete in a matter of minutes. My team and I have been able to communicate and work with our coworkers seamlessly and intuitively. The ability to change the status of the ticket to waiting on the requester has been so helpful to having questions answered in a timely manner.

What do you dislike?

At times it seems to get lost. When saving an asset, for example, it brings me back to the home page, rather than that asset or to the page I was previously on.

Recommendations to others considering the product:

If you are looking for a team to professional set up and install a support ticketing system, incident IQ is your team. They have been there every step of the way, assisting as we are learning this new system. Not only is the product great, but the group supporting it is as well!

What problems are you solving with the product? What benefits have you realized?

I am a computer technician for a school district. We work with asset tags, thousands of devices, and cover hundreds of teachers. To have the ability to specify a device, in a specific room, assigned to a specific teacher takes most of the grunt work out. I am now able to have full knowledge of the issue before I even begin.

Joseph G.
Validated Reviewer
Review Source

"Exceptional in asset management among other uses. "

What do you like best?

The vendor offers a free demo to new customers on how to use the software and hence be able to use it exhaustively without any hindrance.

Customer support is excellent and willing to help at all times.

Helps ease the process of decision making by providing reliable analytics and insights concerning our business strength.

What do you dislike?

To the less tech-savvy users it takes time for them to get used to the software and use it efficiently.

Recommendations to others considering the product:

The platform is reliable and easy to use and it will fit in any business organization and serve to improve the way you work and manage your operations.

What problems are you solving with the product? What benefits have you realized?

Incident IQ helps us in a lot of functions and roles from asset management to ticketing and analytics. It has also introduced a new feature where we are able to acquire feedback from our customers after they are served by giving them a questionnaire and answer it promptly and this helps us align and ensure our services remain top-notch.

Evelyn P.
Validated Reviewer
Review Source

"Speedy and Clean"

What do you like best?

The shortsighted plan with exponential usefulness. Everything is very easy to use, anyway the intensity of incidentIQ is unmatched. You can accomplish what used to take hours to finish in only minutes. My group and I have had the capacity to convey and work with our colleagues flawlessly and instinctively. The capacity to change the status of the ticket to looking out for the requester has been so useful to having questions replied in an opportune way.

What do you dislike?

Now and again it appears to get lost. When sparing an advantage, for instance, it takes me back to the landing page, as opposed to that benefit or to the page I was already on.

Recommendations to others considering the product:

On the off chance that you are searching for a group to proficient set up and introduce a help ticketing framework, episode IQ is your group. They have been there at all times, we are learning this new framework. Not exclusively is the item extraordinary, yet the gathering supporting it is too!

What problems are you solving with the product? What benefits have you realized?

I am a PC expert for a school area. We work with resource labels, a great many gadgets, and spread several educators. To be able to determine a gadget, in a particular room, appointed to a particular instructor takes a large portion of the snort work out. I am currently ready to have full information of the issue before I even start.

Phoebe S.
Validated Reviewer
Review Source

"Simplistic but heavily configurable"

What do you like best?

I like the simple UI, following ticket history, LDAP, and the laborers tune in to thoughts and work with you to complete it. The "Help" being on a for each page level and not a goliath word record to filter through has helped to such an extent. Each issue we have had Patrick and the different folks at iiQ have dependably bounced in and helped work through it.

What do you dislike?

As a school region the things we don't use is how much time is spent on a ticket or expecting to include an activity before goals. I comprehend its purpose requiring a goals yet I feel like the product is increasingly designed for expansive business use. There are such a large number of customization conceivable that you can spend quite a while searching for precisely what you need however the assistance is awesome.

Recommendations to others considering the product:

Nearly everything in iiQ is adjustable, if there is 1 or 2 things you don't care for, call and check whether they can help.

What problems are you solving with the product? What benefits have you realized?

We use this for a secondary school chromebook fix class to work without specialized staff by giving the understudies a chance to fix the chromebooks. We simply make the children specialists and give them just the authorizations they need and it works perfectly while instructing the understudies certifiable work involvement.

Joab W.
Validated Reviewer
Review Source

"Best K-12 platform with ease of usage "

What do you like best?

Its simple to use and this makes it the preferred option in most organizations.

Its a stable ticket management platform that helps collect feedback from our clients.

The vendor offers a free demo on how to use the software easily and in a reliable manner.

What do you dislike?

Its still a new software in the market and finding a user community of companies who use the software in their institutions is a bit hard. The user community helps new users in referral and showing them on how to use the software effectively.

Recommendations to others considering the product:

The platform is reliable and using it is not a problem. When acquired it will enhance the way you work and improve your workflow in the company.

What problems are you solving with the product? What benefits have you realized?

Incident IQ has helped our organization in collecting feedback from our clients after the ticket has been resolved. This ability to measure and collect feedback concerning our services has helped us gauge and improve the way we position ourselves to our clients and therefore improve our customer base.

Phillip M.
Validated Reviewer
Review Source

"A modern software for modern businesses "

What do you like best?

It has helped us in decision making through offering us credible insights and analytics concerning our business.

There is a free demo on how to use the software and thereby help in guiding new customers.

It has a simple user-interface that is simple and easy to use.

What do you dislike?

There is no free trial version of the software and i think it ought to be availed to new users for use in piloting exercise.

Recommendations to others considering the product:

The software is easy to use and will fit in any organization therefore acquiring it will help your company to grow and realize its potential.

What problems are you solving with the product? What benefits have you realized?

Incident IQ has become our undisputed analytics platform where its powering our organization and helping our administrators and leaders in decision making by availing to them crucial and reliable analytics that guide them on our business trading based on our data and market insights. This has enabled forecasting and easier decision making.

Mary K.
Validated Reviewer
Review Source

"Improve the work enviroment by using Incident IQ"

What do you like best?

The software has a simple user interface and thereby fits in all organizations.

It helps us track and manage our tickets and in the process improve our collaboration and general flow of work in our workplace.

Fits in all departments especially the sales, customer care and inventory helping us execute our roles and responsibilities with ease.

What do you dislike?

To some of our new employees who are begginers in using the software sometimes encouter some few problems while following up some of the assigned tickets.

Recommendations to others considering the product:

I would recommend this software to other users since it offers a lot of solutions to most of the problems encoutered in organizations and empower them to work efficiently.

What problems are you solving with the product? What benefits have you realized?

Our operations are flawless across all departments and this has helped raise the portfolio and collaboration in our workplace, for instance, in the customer care department, the ticketing solution of the software has helped us a lot in assigning tickets to clients and thereafter conduct thorough follow-up to ascertain whether the customer was satisfied with our services.

Juliet M.
Validated Reviewer
Review Source

"Reliable platform in asset management among other roles "

What do you like best?

Comes with a data-rich help tickets that helps users to submit tickets to support staff easily and in a quick manner.

Offers complete asset management visibility by tying each asset data to one device and making it visible to all.

The vendor offers a free demo of how to set up and use the software hence make it more reliable.

What do you dislike?

Many times when the internet connection is poor it becomes difficult to execute some things and processes with the software.

Recommendations to others considering the product:

Its a user-friendly platform and the best thing with it is that you can access it even from a mobile device and thereby work efficiently anywhere anytime.

What problems are you solving with the product? What benefits have you realized?

Incident IQ has helped us solve ticketing issues where it helps us in tracking and following up with and ensuring that employees undertake and complete their tasks as per the assigned schedule. We are alos in a capacity oto track and manage all of our assets and how they are being used from a single device thereby remain accountable in what we do.

James M.
Validated Reviewer
Review Source

"Improved and reliable asset management tool"

What do you like best?

The platform is easy to integrate with other third-party apps for enhanced functionality and effective usage.

It helps users track down and manage their assets prudently for enhanced usage.

Customer support is availed by the vendor to all users.

What do you dislike?

I have not come across the free trial version of the software and it would be very effective to use and it will help in executing piloting needs.

Recommendations to others considering the product:

Its easy to use and it will make your work easier and help your organization in asset management among other vital benefits.

What problems are you solving with the product? What benefits have you realized?

Incident IQ has introduced the ability of collecting feedback from clients after serving them where you are able to send them a survey sheet through email and hence gain feedback concerning our services. This has been very vital in helping us know and understand what our clients want and definitely be in a position to serve them better.

Daniel C.
Validated Reviewer
Review Source

"The best asset management platform in the market. "

What do you like best?

Helps in executing business analytics that are crucial in decision making.

There is a free demo on how to use the software and this helps new users in learning how to use the software in a conclusive manner.

Customer support is available and willing to help at all times.

What do you dislike?

To some new employees who are less tech-savvy, they encounter minimum problems while using the software.

Recommendations to others considering the product:

Incident IQ is a reliable platform that fits for use in any organization. It will help you company execute a lot of workflows with ease hence be able to deliver on its mandate.

What problems are you solving with the product? What benefits have you realized?

Incident IQ is helping our company execute a lot of roles from asset management, business analytics and ticketing abilities and this ensures that we are able to work and execute our workflows with ease and hence become an organization that can be trusted by its customers.

Andre C.
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Intuitive & Great Helper"

What do you like best?

It's really user-interface friendly with a great user experience. We've been using this software for over 1 year to track and manage our tickets - it vastly improves the collaboration in our team environment. It's extremely easy to use, even as a beginner due to its excellent user-interface, with this being said there is also a lot of customisability that can be done.

It simply saves us a lot of time due to the ease of submitting and managing tickets. Many functions such as ‘search’ allow us to quickly navigate around and look for a particular problem without difficulty.

There is also an application available which is a bonus to improving workflow, this allows us to work on the go, no matter where we are.

What do you dislike?

It can occasionally be difficult to look for certain tickets which has been raised, especially if you're not entirely familiar with the program. Although it is easy to use as a beginner, it still requires some practice to become familiar with.

Recommendations to others considering the product:

I would definitely recommend familiarising yourself with the search function and navigating your way around to quickly locate problems. This is the only aspect that can be quite bothersome as it can sometimes take a while to locate a particular problem if you’re unsure what you’re doing.

What problems are you solving with the product? What benefits have you realized?

Quickly navigating, creating and managing tickets improves the workflow in our business massively. I’m able to solve very technical issues easily due to Incident IQ. Effectively it saves you a lot of time.

Alfred N.
Validated Reviewer
Review Source

"Why you should start using Incident IQ"

What do you like best?

The software is accessible from even a mobile device making it easy to use.

It has a superb asset management suite that helps users keep track of their assets and how they are being used.

The vendor offers free demo thereby enhancing the absorption of the software in various companies.

What do you dislike?

When the internet connection is poor, using the software becomes a bit of a problem.

Recommendations to others considering the product:

Its perfect and executes a number of roles in you company and therefore having it will ease they way you work and execute some organizational roles.

What problems are you solving with the product? What benefits have you realized?

Incident IQ has doubled up as our preferred analytic platform that helps us make meaning from our data and thereby enhance the decision making process in our company. From this we have been able to make stable and secure decisions that have a positive impact on our growth and development.

Dima B.
Validated Reviewer
Review Source

"Resource the board programming with a distinction."

What do you like best?

There is a free demo offered by the merchant on the best way to utilize the product and along these lines become prepared ahead of time on the best way to utilize the product. Its moderate and enables associations to deal with their advantages in a dependable way.

What do you dislike?

To a portion of our staff, it has a lofty expectation to learn and adapt and they require some serious energy in becoming accustomed to it and getting to be familiar with the stage.

Recommendations to others considering the product:

Incident IQ is secure and fits in many associations along these lines obtaining it will improve the manner in which you work.

What problems are you solving with the product? What benefits have you realized?

It offers us a K-12 based mechanical stage that makes it simple to appoint a ticket to a benefit or task and make it simpler to follow on its use and appropriateness in our work process.

U
User
Validated Reviewer
Verified Current User
Review Source

"Review from Library Support Perspective"

What do you like best?

The User Interface and learning curve for Incident IQ have been great. Our previous ticket management system, along with the communications received from that product, were wonky at best. It was unclear what the status of a ticket was, and it was difficult for someone that wasn't particularly tech-savvy to communicate to an IT specialist what the symptoms of an issue were. With Incident IQ, that gap in communication has been closed significantly

What do you dislike?

This may or may not be Incident IQ's issue, but the home screen can be a little chaotic. The left frame is very organized, but the right frame may have hundreds of tickets that I am not a part of in any way, yet I am seeing them flood my home screen. I have to actively remind myself that that is just the "greeting" screen, and that those tickets are not necessarily the issues I am responsible for

Recommendations to others considering the product:

I will say that Incident IQ is incredibly easy to use and very fluid when opening a ticket. It is easy to "attach" people to the ticket to prevent many "well what's the status on that issue?" questions from co-workers and superiors. EVERYONE knows the status and exactly what information was provided, and it is easy to modify a ticket in case there are updates from a user side (such as priority or new information relevant to the issue).

What problems are you solving with the product? What benefits have you realized?

This is our inaugural year with Chromebook Deployment. I am unsure of the full scope of benefits that Incident IQ has brought, but it is safe to say that it has helped solve a great deal of headaches with regards to progress of an open ticket, and, in some ways, to track said chromebooks. I can see, too, that it seems easier to assign a ticket to a specific department - and have it communicated to the user! - and really bring together both sides of a ticket.

Derek M.
Validated Reviewer
Verified Current User
Review Source

"Great concept, still some bugs and organization to perfect."

What do you like best?

I really like how much more efficient our team is by keeping everything in one GUI-friendly place. The reporting part of it is very handy when trying to find analytics and trends.

What do you dislike?

It is very precise when trying to put an Action. There should be a way to just free-hand an action without trial and error to see what codeword I need to use to get the correct action.

Recommendations to others considering the product:

Commit to it. Make sure everyone on the team is on board or it doesn't work. It works well with project management too.

What problems are you solving with the product? What benefits have you realized?

Overall team organization. When committing fully to IQ, it is easier to manage other co-workers projects and issues.

Ionel P.
Validated Reviewer
Review Source

"Utilizing Incident IQ ."

What do you like best?

It has a great resource the board suite that enables clients to monitor their advantages and how they are being utilized. The seller offers free demo accordingly upgrading the assimilation of the product in different organizations.

What do you dislike?

At the point when the web association is poor, utilizing the product turns into somewhat of an issue.

Recommendations to others considering the product:

Its ideal and executes various jobs in you organization and accordingly having it will ease they way you work and execute some authoritative jobs.

What problems are you solving with the product? What benefits have you realized?

Incident IQ has bent over as our favored diagnostic stage that causes us make significance from our information and in this way improve the basic leadership process in our organization. From this we have had the capacity to settle on steady and secure choices that positively affect our development and improvement.

Samuel M.
Validated Reviewer
Review Source

"Incident IQ is a Great Ticket Management and Help Desk Software"

What do you like best?

Incident IQ is top-notch because of its incredible capabilities and features.

It has an understanding support team that is also highly responsive.

It has never been slow when reporting or live chatting.

It is great for reporting incidents. It is reliable.

What do you dislike?

Incident IQ is one of the most consistent and efficient software that we use in our firm.

I think it lacks any challenges or technical problems. It is awesome to use.

Recommendations to others considering the product:

Incident IQ is absolutely reliable.

As a powerful powerful, I do recommend it to others.

I like its features and world-class inteface.

It is a wonderful.

What problems are you solving with the product? What benefits have you realized?

Incident IQ has a positive impact to our company because it is friendly and great help desk tool.

I enjoy its functionality and high speed. It is awesome.

Erica H.
Validated Reviewer
Verified Current User
Review Source

"Sending work orders up"

What do you like best?

I liked how we could send a work order to level 1 if we knew if was something Technology needs to handle. I felt like work orders were handled in a more efficient time that way.

What do you dislike?

We can't send work order up. I would like to be able to send a work order up a level to the Technology department if I have evaluated the incident and I know that this is something they need to solve.

What problems are you solving with the product? What benefits have you realized?

Problems with technology in my school are reported through Incident IQ. It is a quick way to get the incident to me.

Gyana Ranjan S.
Validated Reviewer
Review Source

"This offers a very simple design and great performance."

What do you like best?

This offers a very simple design and great performance. If you are planning to opt this they can provide you a free demo as well. Incident IQ helps to business and management to create ticketing and analytics. You can also get feedback from the customer as well. They have excellent customer service.

What do you dislike?

As it is relatively new to market so some expertise needed from the company end.

Recommendations to others considering the product:

Recommended.

What problems are you solving with the product? What benefits have you realized?

This offers a very simple design and great performance. If you are planning to opt this they can provide you a free demo as well. Incident IQ helps to business and management to create ticketing and analytics. You can also get feedback from the customer as well.

Cindi M.
Validated Reviewer
Verified Current User
Review Source

"Intuitive"

What do you like best?

After using another product for many years to track our tickets, Incident IQ has been very user friendly on the end user part.

What do you dislike?

As an admin, I wish the customization functions were a little easier to navigate. I also wish that we could have the ability to select, per user, to turn off synch with active directory. As a larger school district we often have staff members move from location to location frequently so AD is not always up to date.

What problems are you solving with the product? What benefits have you realized?

We use Incident IQ to manage all tickets for network, software, and technical issues.

Crina B.
Validated Reviewer
Review Source

" Programming for present day organizations."

What do you like best?

It has helped us in basic leadership through offering us sound bits of knowledge and examination concerning our business.

What do you dislike?

There is no free preliminary variant of the product and I think it should be benefited to new clients for use in directing activity.

Recommendations to others considering the product:

The product is anything but difficult to utilize and will fit in any association hence getting it will assist your organization with growing and understand its potential.

What problems are you solving with the product? What benefits have you realized?

Occurrence IQ has turned into our undisputed examination stage where its controlling our association and helping our heads and pioneers in basic leadership by benefiting to them essential and solid investigation that manage them on our business exchanging dependent on our information and market bits of knowledge.

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