Remote Support Ticketing enables districts to provide a customizable ticketing experience for users outside of the Incident IQ system (guest users).
Workflow: Guests access the platform via a public URL and provide user details and location information during submission.
Benefits: Captures necessary data (email, location, issue type) to automatically route tickets to the appropriate agents or teams via the Rules Engine.
Security: Captcha verification is handled automatically behind the scenes.
Incident IQ Academy:
Visit the Incident IQ Academy for in-depth training and how-to videos teaching you on Configuring Remote Support Ticketing
Installing the App
To install the Remote Support Ticketing app:
Navigate to Incident IQ Apps > Browse on the left navigation bar.
Locate the Remote Assistance section.
Select the app and click Install, then follow the prompts.
Setting Up Remote Support Ticketing
Access the app by clicking Tickets > Remote Support Ticketing in the left navigation bar. Select ‘New Remote Support Form’ in the top right corner.
Form Details Section
Required Fields: Select a form name and a Fallback Location (the default location if the user does not specify one).
Enabling/Disabling: Toggle the feature on or off via the Remote Support Enabled option.
Ticket Created Message: Configure a confirmation message for successful submissions.
Internal Notes: Use this section to clarify the intended usage of the submission form.
Starting Point Section
By default, the ticketing process mirrors standard user flows. You can restrict the ticket types/issues available to guests:
Click Select Category / Issue.
Drill down to the specific ticket type, issue category, or issue.
Best Practice: Create a custom Issue Category to limit guest selections during submission.
Alternatively, select from existing default categories. For more details, refer to the Issues Tab - Managing and creating custom issues guide.
Example: If you create a custom category called "Remote Support Request" and set it as the starting point, guests will begin directly at that category instead of viewing the full system menu.
Publishing & Customization Public URL Section
Find your unique URL in the Publishing Settings / Public URL section. This link can be placed on your district’s website for quick access.
Previewing: Use the preview buttons to verify the registration and support form appearance. Note: A guest account is automatically created if the submitting user does not have an existing email in iiQ.
Custom Fields Section
Click Manage Custom Fields to integrate custom fields into the guest flow. For setup assistance, see the Managing Custom Fields guide.
Options Tab
Support URL: Enter a custom URL, enabling users to access Additional Support/FAQ’s in the top right of the remote support ticket submission page.
Additional Links: Use Additional Link Title and Additional Link URL to display links below the Support URL.
Guest Permissions: Toggle permissions to allow (or restrict) users from adding location details, attaching files, or adding followers to their tickets.
Logo Branding
Customize your logo in email headers and on the ticket page:
Go to Administration > Site Options.
Upload the Logo in the Settings section.
Link the Website URL to ensure that clicking the logo redirects users to your chosen site.
Filter Options
Additional filters are available for tickets, users, and rules to identify guest activity. Use the Source filter to select E-mail (Public) or Website (Public) to:
Filter, create, and export views specifically for guest-submitted tickets.
Identify user accounts generated through the guest ticketing feature.
Set rule condition statements to include or exclude guest-generated tickets.