Your Incident IQ Dashboard has several default components designed as a toolkit to help you monitor and complete your daily tasks. Every element on the dashboard can be moved, removed, and resized to fit your individual needs. Additionally, you can create custom ticket reports that can be added to your desktop to access specific ticket data easily. The following section is designed to understand each dashboard component and its intended purpose clearly.
Ticket Stats
At the top of your dashboard, you will find four data boxes. These are designed to provide a quick overview of the following ticket stats:
Assigned to me - This box shows all open tickets currently assigned to you and a breakdown of how many are in each priority category.
Assigned to others - This box shows the total of all open tickets currently assigned to other users in the district and a breakdown of how many are in each priority category.
Unassigned - This box shows all open tickets that are currently unassigned, as well as a breakdown of how many are in each priority category.
Resolved by me - This box provides a quick overview of how many tickets you’ve personally resolved that day and the total number of tickets you’ve resolved in the past week.
To-Do List
Incident IQ includes an easy-to-use To-Do list component on your dashboard. This feature allows you to create tasks quickly and resolve them just as efficiently.
You can also assign tasks on your To-Do List to other users. These tasks will appear not only on your dashboard but also on the assigned user’s dashboard.
You can also complete any task assigned to another user on your To-Do list. To do so, assign it to yourself and mark it complete.
Web Notifications
When Web notifications are enabled, you’ll see these notifications appear directly on your Dashboard in the Notifications Widget. The notifications icon in the top right of your dashboard will also display a count of new notifications you have not yet viewed. Clicking the notification icon will give you a drop-down list showing basic information on the updated tasks. You can go to the Notification Center page by clicking See All Notifications.
You can view all of your currently updated tasks from the Notifications Center in the Current tab. You can quickly clear your notifications by either clicking on Mark All Read. Alternatively, you can choose Archive All to archive your notifications for later reference. You can access your archived notifications by clicking on the Archived tab.
Highest Priority Tickets
The Highest Priority Tickets component shows all the tickets you can work on, sorted from the highest priority to the lowest. This includes tickets directly assigned to you and unassigned tickets that you may be tied to and can potentially resolve.
Even though the default sorting method is by highest priority, you can also sort this section differently by using the other options available when clicking on the top-right element of each column.
District Tickets
The District Tickets dashboard component is designed to give you a simple method for accessing ticket data for any location you have permission to view. Each location’s total open ticket count is displayed on the right. Simply clicking on any link will take you to a filtered view of that location’s tickets. This includes all tickets currently unassigned, assigned to you, or assigned to other users.
My Subtasks
Your district will need to have the Advanced Ticketing app installed.
Users with subtasks assigned to them can view them on the My Subtasks widget on their dashboard.
Users with a customized dashboard must manually add this widget, while it will be automatically added for users with the "default" dashboard.
Users can customize the dashboard widget size (50%, 66%, 100%)
The All My Subtasks widget grid shows all the open subtasks assigned to the user and their related tickets, organized in 6 columns: Ticket, Priority, Requested For, Assigned To, and Subtasks.
Users can add subtasks to the parent tickets from the dashboard widget.
Please note that subtasks added from the dashboard widget will be automatically assigned to the user who added them.
Open Tickets by Agent
The Open Tickets by Agent component gives you a simple method for accessing ticket data for open tickets assigned to current agents. The total open ticket count is displayed on the right. Clicking on any link will take you to a filtered view of that agent’s open tickets.
Open Tickets By Team
The Open Tickets by Team component gives you a simple method for accessing ticket data for open tickets assigned to a current team. The total open tickets count is displayed on the right. Clicking on any link will take you to a filtered view of that team’s open tickets.
Custom Views
You can add saved custom views as a component directly to your dashboard. This allows you to customize your dashboard beyond the default options, giving you quick access to data you specifically need oversight.
Quick Tickets & Favorite Assets
This section contains all assets that have been assigned to you, any assets you have favorited, and additional quick ticket options. From here, you can quickly and easily submit tickets for your assets and experience issues (such as your desktop, laptop, print, etc.)
This section will vary depending on your district settings set by Admins.
The Enhanced Quick Ticket is a feature that improves Incident IQ’s Quick Ticket capabilities. This feature allows users to submit tickets with more detailed information in just one or two clicks. This feature does not compromise ticket data or details used for routing, analytics, custom views, and other related purposes.
You can find detailed information here if you want to know more about customizing and creating your own quick tickets.
The image above showcases the Quick Tickets & Favorite Assets dashboard widget in Ticketing, though it will show on all module dashboards.
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Hannah Bailey - Director, Customer Engagement