G2

Eduardo J. C.

Network Specialist

Enterprise (> 1000 emp.)

11/4/2026

"Beyond Ticketing: A Foundation for K-12 Technology Operations and a platform for IT with Incident IQ"

5/5

What do you like best about Incident IQ?

What I like best about Incident IQ is that it really understands the needs of K-12 technology teams. We deal with much more than tickets every day. We are managing devices, inventory, students, staff, schools, repairs, and a large amount of data that all needs to work together.

Personally, I really value the flexibility of the platform and the data behind it. I have been able to use iiQ data with Power BI, Excel, PowerShell, Microsoft 365, and automation to improve reporting and streamline processes that were previously much more manual.

That is probably what I like most about iiQ. We are not limited to using it as just a help desk. We can continue building on it and finding new ways to improve how we manage technology across the district. For me, Incident IQ has become more than just a ticketing system. It provides a foundation that allows us to continue improving how we manage technology and develop more efficient processes across the district. Review collected by and hosted on G2.com.

What do you dislike about Incident IQ?

The biggest area I would like to see improved is the flexibility around reporting, integration filters between tables, and better API documentation availability. In a large K-12 environment, our needs can become pretty complex, and there are times when we have to take the data outside of iiQ and use other tools to accomplish what we need.

I would especially like to see more capabilities around APIs, advanced reporting, and the ability to create workflow automation (something they currently have in Change Management modules could benefit the ticketing side). For me, these aren't necessarily negatives about the platform, but areas where I think iiQ has an opportunity to become even more powerful for larger school districts. Review collected by and hosted on G2.com.

What problems is Incident IQ solving and how is that benefiting you?

Incident IQ is helping us bring together several areas of technology operations that previously relied on separate systems, spreadsheets, and manual processes. Having tickets, assets, devices, users, and locations connected in one platform gives us much better visibility into what is happening across our district.

One of the biggest benefits has been the partnership between the iiQ team and our own IT department. During implementation, the process gave us an opportunity to take a closer look at how we were doing things internally. It helped identify areas where processes were inconsistent, overly complicated, or simply did not have a clearly defined SOP.

Working together, we were able to build more standardized procedures and workflows around the capabilities of iiQ. That helped us move from processes that could sometimes feel chaotic or heavily dependent on individual knowledge to workflows that are simpler, more consistent, and easier for our teams to follow.

For me, another major benefit is having access to the data behind those processes. I can use iiQ data with tools like Power BI, Excel, PowerShell, and Microsoft 365 to improve reporting, automate additional processes, identify trends, and provide better visibility into our technology environment.

Ultimately, iiQ has helped us do more than implement a new platform. It has given us an opportunity to rethink and improve how we operate, standardize processes, and build a stronger foundation for managing technology across the district. Review collected by and hosted on G2.com.