Incident IQ Reviews

User Rating

4.8/5 (Based on 217 Ratings)

Rating Distribution

Excellent
76.5%
Very Good
22.1%
Average
1.4%
Poor
0%
Terrible
0%

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Review Summary

User reviews of Incident IQ indicate a generally positive experience, particularly for its asset management capabilities. Users appreciate the platform's integration with various systems like Google Admin and Jamf, streamlining device tracking and support ticket management. The ability to create custom views and reports is highly valued, enabling efficient data analysis and problem resolution. However, some users find the search function challenging, and the mobile app lacks the functionality of the website. Additionally, concerns about limited customization options and occasional bugs were raised. Overall, Incident IQ is regarded as a robust and valuable tool for managing technology in K-12 environments, but continuous improvement in areas like search, mobile app functionality, and user interface design is suggested.

Pros

IncidentIQ provides a centralized platform for managing IT and facilities requests.
It offers robust asset management features, allowing for thorough tracking of devices and inventory.
The platform integrates with popular services like Google Admin and Infinite Campus for streamlined data sharing.

Cons

The search functionality can be challenging, making it difficult to locate specific tickets or assets.
The mobile app lacks many features available on the website, limiting its usability.
Some users find the interface overwhelming due to the vast number of available options and features.

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Reviews

Jairo R

February 14, 2024 Source: G2.com

Very effective and user friendly ticketing system

What do you like best about Incident IQ?

The ability to collaborate with other agents and attach documentation to tickets. The ability to customize several predefined fields and actions have also allowed workflow to stay high. Also having a mobile app helps with staying connected and in the know.

What do you dislike about Incident IQ?

We have not come across downsides in Incident IQ. This is the first year we are implementing the ticketing into our school district and we have found ways to make changes and customize the experience as time goes on.

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

We are able to stay on top of tickets and efficiently track where our tickets are coming from (we have multiple buildings). Also keeping tabs on repeat device issues has helped in incident IQ.

Sandra A

February 6, 2024 Source: G2.com

Incident IQ has many features and is easily accessible.

What do you like best about Incident IQ?

What is most helpful are the numerous options and helpful tips. There are also trending articles that can be read. My courses and classes are also at my fingertips.

What do you dislike about Incident IQ?

I would not say there is anything I dislike about Incident IQ. Overall, it is a manageable tool and useful.

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

Incident IQ is an awesome and helpful tool. It is easy to use. It's almost like a data base to store tickets and information while providing knowledge, articles, and so much more! There are no extra passwords for me to remember. Our district can customize the Incident IQ login page to suit our needs.

Anil B

January 8, 2024 Source: G2.com

Streamlining our school IT department

What do you like best about Incident IQ?

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 sytem have helped to gaurantee 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 insure that our data is correct.

What do you dislike about Incident IQ?

There have been several errors within the system that cause us to to not trust it sometimes. It doesn't happen often, but it enough to lose trust in our daily work.

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

Combining multiple previous systems together in one spot has been the most beneficial to our department since adding IIQ. We have many systems automated thorough IIQ which makes it easy to manage users, assets, parts, and tickets together.

Verified User in Primary/Secondary Education

January 5, 2024 Source: G2.com

Does everything we need it to do!

What do you like best about Incident IQ?

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 attaced to users, and the fact that it integrates with Jamf is quite useful. It allows us to easily provide customer support and communication trhough 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 itnernal use/tech use only.

What do you dislike about Incident IQ?

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.

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

IIQ is allowing us to easily track service requests from users as well as assets attached to thsoe users. We are able to "hold onto" tickets for units that are sent to outside vendor(s), such as iPads for glass replacement or for repair, which allows us to keep track of those assets all in one place. This benefits us because we can see how long we've been waiting for certain units to be returned to us from that vendor. Additionally, that information is accessible to more than one staff member so that in the event someone leaves, we still have record of any work they've done which makes it easy for other members of the team to pick up where they left off. This saves a huge amount of time in that we don't have to start from the beginning.

Mark C

January 5, 2024 Source: G2.com

Use it daily

What do you like best about Incident IQ?

Easy to check work requests and reasign to others.

What do you dislike about Incident IQ?

Not able to customize my completion commrnts.

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

So far all is going well.

Verified User in Education Management

January 5, 2024 Source: G2.com

Great solution for organizing our IT issues

What do you like best about Incident IQ?

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 feeatures 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 studen'ts chromebooks that were lost within our building. It has helped us track our student use as well.

What do you dislike about Incident IQ?

I found the sort/filter issue difficult to navigate. It took some time learning the program with figure 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 the remember to change it after I created the ticket.

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

The program has provided us a way to communicate technology issues between multiple buidings seamlessly. This has made it easy for us to share and track our technology problems.

Cris W

January 5, 2024 Source: G2.com

Great System w/ Continous Possibilities

What do you like best about Incident IQ?

Incident IQ has gone above and beyond creating a ticketing system catering to school districts. When first deciding to go to iiQ, the implementation process was smooth and easy. We were able to provide our staff with training and videos showing them how to use the products.Our team uses this daily as we are a district of 12000+ and I feel customer service is a high priority of theres as everyone always replies to emails and ticketing quickly. The iiQ community is a great help for both requestion and learning about new features. They listen!!!!! When feature requests are made they want to know more and how they can get things working. Most of our requests have been implemented within 1-2 update cycles or within the same year.

What do you dislike about Incident IQ?

Currently my least favorite items are the fees tracker, rules simulation, and the knowledge base. I am sure these areas will be addressed in later releases as most things usually are but these areas lack small fixes for now.

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

iiQ is providing us a ticket system to manage all of our staff and student devices issues. As our technicians complete the tickets the system will let them know its ready making communication easy. With asset management we are able to bring in devices from our MDM's and make sure devices are checked out to appropriate users.

Jordan P

January 5, 2024 Source: G2.com

IIQ Review

What do you like best about Incident IQ?

IT Ticketing and inventory managment is a breeze. Integration with popular 3rd parties was easy

What do you dislike about Incident IQ?

Events module was a little tough to launch

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

Fee tracking

Justice B

January 5, 2024 Source: G2.com

I use iiQ on a daily basis for asset tracking!

What do you like best about Incident IQ?

I like the setup of iiQ. Everything is easy to read and manage!

What do you dislike about Incident IQ?

I dislike that some assets can be duplicated.

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

IIQ allows us to have all asset information from our school district in an easy to use platform. It makes it simple for me to view or edit information.

Verified User in Education Management

January 5, 2024 Source: G2.com

Incident IQ Is The Best K-12 Ticketing System.

What do you like best about Incident IQ?

Incident IQ really knows and understands what school disticts 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 intergrations 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 exetremly easy to use and understand, our end users love how qucik and easy it is to open a support ticket.

What do you dislike about Incident IQ?

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 capabilites that the website has.

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

Asset management was a huge pain for our district before we purchased Incident IQ. The batch check in/check out feature in Incident IQ has saved our districit many hours worth of work, with the asset management features chromebook deployment is a breeze.

Incident IQ Reviews

User Rating

Rating Distribution

Do You Use Incident IQ?

Review Summary

Pros

Cons

Jairo R

Sandra A

Anil B

Verified User in Primary/Secondary Education

Mark C

Verified User in Education Management

Cris W

Jordan P

Justice B

Verified User in Education Management

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