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.