Incident IQ Reviews & Product Details

I cannot begin to explain how iiQ has made this department's everyday life go so much smoother. We started looking for a simple asset/ticketing system but Incident iQ turned out to be way more. Where it shines for me is their infinitely customizable "views". I can make a view of every new touch panel in the high school that was put in last month by adding various filters to this view, I must have dozens of them for virtually every type of asset we have, printers, monitors, projectors, iPads, Chromebooks. These views extend to tickets as well, I can create a view to see all the tickets I have in one elementary school if I add a filter to that I can see all the Chromebook tickets I have in that same school. If I need to see what tickets my team is working on I can create views to see them as well. Asset tags are also a strong point as every asset has one printed for it with its brand, model, location, room number and asset id number all on the one label. This helps as with one glance you can see what it is and where it belongs, priceless. The other leading quality of life service on display here is the continuing integrations with other platforms. We are a google district and iiQ syncs easily with our admin console and actually shows more information by device and user than the admin console itself. For iPads we use Mosyle which also syncs with iiQ. They always seem to be adding features here and there every few months the make the quality of life using this service so much better. Review collected by and hosted on G2.com.

There isn't much I can put here if I'm being honest, If I ever have troubles with them I put in a ticket and it's always resolved or leads to a new feature being added down the road. Review collected by and hosted on G2.com.

iiQ offers so many great features. First, the ability to update asset records and work tickets all from the same platform is a time saver! Plus the historical timeline of a device's ticket and assignment history on the device's record takes IT Tech response to the next level!

In less than 10 minutes, I connected iiQ to our MDM. It was so easy. The platform is very modern and designed with all user access levels in mind. Review collected by and hosted on G2.com.

More prebuilt reports would be helpful, as well as full integration with MySchoolBucks. Review collected by and hosted on G2.com.

The best part of Incident IQ is the easy to learn and use ticket system. The ability to customize, assign, and generate tickets that are distributed to the correct location/person makes problems easier to deal with. Overall the process is fun and enjoyable with little to no issues. The site also has a great community forum and help section with detailed explanations. Review collected by and hosted on G2.com.

Some downsides are the lack of searching capability through keywords and the small delay when trying to resolve a ticket and search for something. Review collected by and hosted on G2.com.

Combining our ticketing system and our asset management system has been a great help to our department. Many of the automations and rules within the system have helped to guarantee that many of our processes are not missed from human error. This has helped with the check in/check out process with our assets to ensure that our data is correct. Review collected by and hosted on G2.com.

There have been several errors within the system that cause us to not trust it sometimes. It doesn't happen often, but it's enough to lose trust in our daily work. Review collected by and hosted on G2.com.

The integration with Incident IQ was seamless, and they took the time (I believe it was six sessions?) to teach you the ins and outs of the product. We rolled out Assets and Ticketing at the beginning of the school year, and within weeks it became the preferred method for our teachers for contacting IT. Review collected by and hosted on G2.com.

The speed can be a little slow when changing from users to assets. Some finicky relationships between users and assets complicate some of the functionality. Overall, it has improved our response and SLA. Review collected by and hosted on G2.com.

Incident IQ really knows and understands what school districts need in a ticketing system. Their asset management piece is incredibly robust and feature-rich, it can easily handle all the inventory needs of any sized school district. Their integrations with products such as Google Admin and Infinite Campus make it very easy to share and condense information into one platform. Anytime I have had a question or concern the Customer Support team has been incredibly helpful and quick to respond. The platform for both end users and agents is extremely easy to use and understand, our end users love how quick and easy it is to open a support ticket. Review collected by and hosted on G2.com.

My only dislike is the mobile app. I know that Incident IQ is working hard to improve the quality of the app, but for now it is sadly missing many of the capabilities that the website has. Review collected by and hosted on G2.com.

We use IIQ for both IT and Facilities (Maintenance) tickets. It's very nice to have both options on one platform so that users don't have to have remember where to go to get the service they need. We are able to attach assets to users, allow people to see and create tickets for only that equipment in their building(s), and it helps us track those assets as well. There can be plenty of information attached to devices that are attached to users, and the fact that it integrates with Jamf is quite useful. It allows us to easily provide customer support and communication through the ticket system, and that it tracks all notes entered into the ticket. We can also add notes that the customer cannot see - that are for internal use/tech use only. Review collected by and hosted on G2.com.

Attaching ticket actions to tickets is a bit cumbersome. If there is an option to apply a resolution to ALL tickets (such as "No Action Taken"), I have not found it yet. I do like that we can customize the actions and such though. Review collected by and hosted on G2.com.

I like how the program organizes all of our technology issues in one place, so it can be communicated to various people seamlessly. There are many features that make it easy to track the time of ticket, who is taking care of the ticket, and closing the ticket. I also like how it has assisted me in finding student's Chromebooks that were lost within our building. It has helped us track our student use as well. Review collected by and hosted on G2.com.

I found the sort/filter issue difficult to navigate. It took some time learning the program with figuring out how to track my student's tickets. I wish when I created the ticket, I could select who the ticket is "on behalf of". Instead of having to remember to change it after I created the ticket. Review collected by and hosted on G2.com.

This product is a "one-stop shop". IIQ integrates with many of our systems, which means our agents can access all the data they need from a single site. It's not just about tickets or asset management either: because IIQ integrates with Google and ClassLink, this system can be used to quickly check student schedules (when trying to drop off a device during the school day) and check on staff onboarding/offboarding. After moving from an agent into an IIQ administrator role, I am also impressed with the customer support provided by the IIQ team as well as the amazing community of IIQ users. From the UI/UX design to the administrative management, this system is intuitive, functional, and incredibly powerful with its customizations. Review collected by and hosted on G2.com.

My #1 gripe is the lack of API support and documentation. This tool is so incredibly powerful and well documented, it was very surprising to see how incomplete the API documentation was. Many of links to the API library are broken or abandoned, and the community message boards echoed this frustration. It's interesting that the best advice on API usage actually comes from Reddit for such a well-supported and maintained product. Review collected by and hosted on G2.com.

The system is robust and customizable. We were able to do a LOT of what we wanted to with the system. Previously we had looked at writing a custom application to do what we needed, but this system checked off enough boxes that we decided to jump on it. Review collected by and hosted on G2.com.

There have been little bugs here and there that have caused us some headaches. There are also a few features we thought would be built in but weren't. However, they have worked on implementing some of those for everyone. Review collected by and hosted on G2.com.