Navigating Tickets

There are many ways you can view and navigate tickets in Incident IQ. Depending on your permission set, by default, there are a few basic ticket views that are available to you from the moment you start using Incident IQ:

This option allows you to view all open tickets. Using the tab options at the top, you can quickly filter the Open Tickets view by only those assigned to you, those only assigned to others, or open tickets that currently do not have a designated agent.

This view lets you see all open tickets you are attached to as a follower. Because all agents are also followers on their tickets, this will include both tickets that you are a follower of and those on which you are the assigned agent.

This option allows you to see all closed tickets. Using the tab options at the top, you can quickly filter the Closed Tickets view by only those assigned to you, assigned to others, unassigned or all canceled.

This option allows you to see all the tickets you have permission to view. Deleted tickets are the only ticket type that will not appear here.

This view allows you to access any ticket that has been deleted throughout the district and functions much like a recycle bin.

This view lets you see all the tickets you submitted in Incident IQ. Using the For Me and For Others options, you can quickly access which tickets you’ve submitted for yourself and those you’ve submitted on behalf of others.

You can search for tickets not deleted in the system using the Search button at the top of any page.

This will open up the Global Search window. You can narrow any search to tickets by selecting the Tickets tab.

Any tickets that match your search criteria will be listed alongside their basic ticket information. This includes the ticket number, issue, status, and other submission information.

You can add filters to any ticket view using the Filter button near the top. This will open up the filter selection window. You can use the left column to narrow down your filter category and select the filter type you’d like to use from the options on the right side of the window.

Next, you’ll be asked to select the specific data you want to display from the chosen filter category. Alternatively, you can select the Exclude checkbox to search for all tickets that do not match your desired criteria.

After hitting Save Selection, you’ll see your filter displayed above the list of tickets in your view. You can use the Add Filter button to apply multiple filters to your view, allowing you to be as broad or specific as needed.

If you have the correct permission, you can access the analytic data of any standard or custom ticket view by clicking on the Analytics button near the top left of the view.

This will take you to the Analytics Explorer page, where a special filter will automatically be applied to show only data for tickets matching the filter settings of your view.

To export ticket data to an Excel file, select More > Export from any Assets view.

This will open the Exporter window. From here, you can name your export and select the data you would like to see by selecting your filters and column data to display. Please note that any filter settings your view currently uses will automatically appear in the Exporter window.

To restore a deleted ticket, you must first navigate to the Deleted Tickets view. Clicking to the left of any ticket will open the ticket status window. This allows you to reopen the ticket and set its new status simultaneously.

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Hannah Bailey - Director, Customer Engagement