How to enable iiQ Mobile App Push Notifications
First, you will need to ensure they have the most recent version of the app installed on your device.
New App Permissions (iOS)
The iiQ Mobile app for iOS will prompt users to grant the app permission to send notifications after they have updated the app and logged in. This permission can be granted directly from the prompt that appears upon login or via the user’s device settings, Settings > Incident IQ (in Apps) > Notifications.
New App Permissions (Android)
The Android version of iiQ Mobile will not prompt users to grant the app permission for push notifications after updating the iiQ Mobile app and logging in. Users will need to grant this permission from the OS settings page on their device if they are running Android 13 or later. The permission for app notifications will be enabled by default for users running anything less than Android 13.
Account Notification Settings for Mobile
After granting the application permission to send notifications at the OS settings level, users should begin receiving push notifications for any ticketing notifications that they have already enabled for their account in the iiQ Web app. However, if they wish to adjust these settings within the iiQ Mobile app, a new settings page for managing notification preferences for iiQ Web and Mobile is included with this feature release. This page can be found by going to the Settings tab from the left navigation panel in Mobile.
Notification preferences for Web and Mobile notifications. Please note, if a user has read a notification from iiQ Mobile, it will also be marked as “read” in iiQ Web, and vice versa. Notification settings must be configured separately for each iiQ module (IE users will need to configure preferences for both iiQ Ticketing and iiQ Facilities). These notification types include:
Notifications As Owner
Ticket Activity - notification when a new comment, part, or resolution is added
Ticket Closed - notification when your ticket is closed
Ticket Created - Notification when you create a ticket
Ticket Updated - Notification when your ticket status, assignment, or asset changes
Notifications as Agent
Ticket Activity - Notification when a new comment, part, or resolution action is added (that you did not perform)
Ticket Assigned - Notification when ticket assigned to you
Ticket Closed - Notification when ticket assigned to you is closed
Ticket Updated - Notification when your ticket status, assignment, or asset changes (that you did not change)
Notification when a view is shared with you
Notifications as Team Member
Ticket Activity - Notification when a new comment, part, or resolution action is added (that you did not perform)
Ticket Assigned - Notification when ticket assigned to you
Ticket Closed - Notification when ticket assigned to you is closed
Ticket Updated - Notification when your ticket status, assignment, or asset changes (that you did not change)
Notifications as Follower
Ticket Activity - Notification when a new comment, part, or resolution action is added (that you did not perform)
Ticket Closed - Notification when ticket assigned to you is closed
Ticket Created - Notification when a ticket is created and you are a follower
Ticket Updated - Notification when your ticket status, assignment, or asset changes (that you did not change)
After enabling or disabling notification settings in iiQ Mobile, these preferences are automatically saved without the need for selecting a “Save” option.
Notifications
When something has been changed in a ticket, the owner/agent will get a notification on their mobile device informing them of the change.
Clicking that notification will lead them to the ticket itself in the iiQ Ticketing module.
IOS:
Android:
Additional Info
Push notifications are supported for both iiQ Ticketing module and iiQ Facilities module.
Swiping right on notifications from a user’s notification center will direct them to view the ticket in the corresponding product in the iiQ Mobile app.
IE if a user swipes on a notification for a Facilities ticket, it will direct them to the Facilities product to view that ticket regardless of which product they were logged into previously.
Notification logic is the same for all notification types (emails), and users may notice some delay from the time an action is made on a ticket to the time they receive the push notification for that change. This should never exceed 10-15 minutes, and they will notice that push notifications are typically received at the same time email notifications are received.
Users will still receive push notifications to their mobile devices if they are automatically logged out of the mobile app due to session expiration. If users log out manually (IE selecting the “Logout” option from the left navigation panel), however, they will no longer receive push notifications on that specific device.
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Hannah Bailey - Director, Customer Engagement