Incident IQ’s integration with Trafera enables districts to seamlessly incorporate Trafera’s device warranty claim services into ticketing and asset management workflows in Incident IQ. Agents in Incident IQ gain a singular experience creating help desk tickets, submitting covered devices to Trafera for warranty repair, requesting parts for in-house repair, tracking of the repair process, generating shipping labels, and reviewing real-time warranty coverage status. Streamlining the repair process within the ticketing process improves operational efficiencies for schools, saving time and money.
Asset data
This section of the guide will include a few features that integrate with iiQ asset data. It’s important to highlight that the warranty type field will be cleared at the time of the warranty expiration date, so the warranty type will continuously be refreshed as warranties expire. This saves time in manually tracking this data and ensures that assets aren’t falsely represented in iiQ as being covered by an active warranty.
Assets Grid View
After the first sync has successfully been completed, the district will be able to distinguish assets covered by a Trafera warranty from other assets in any grid view. Assets covered by a Trafera warranty will be highlighted in blue and include a Trafera ribbon in the top left corner.
Assets Custom Fields Filters and Columns Headers for Views
After the first asset sync has been successfully completed, districts will be able to filter Assets in Incident IQ by the warranty type and warranty expiration date.
These can also be used as column headers for custom views.
This data can also be found on the asset profile.
Ticketing Flow
Trafera claims can be created for tickets that are submitted for assets covered by a Trafera warranty, and these are the only tickets in which the Trafera ticketing widget appears.
The Trafera ticketing widget will only appear on these tickets after the ticket has been started (IE, no longer in a submitted state) and the issue has been confirmed (if applicable). The Trafera ticketing widget is pictured below:
Add to Claim Queue
This option allows the district to add the device to their “Trafera cart” or “Claims queue” in order to submit a claim for the device’s repair with Trafera and initiate the repair process. After selecting Add to Claim Queue, the Agent or Admin will be prompted to Check-out from the ticket. The admin can check-out from this page or batch submit items for pickup from the Trafera shopping cart that’s available in the top-nav panel.
After selecting the check-out option from this ticket, the Agent or Admin will be taken to their Claims queue.
Please note that this queue may include claims from other tickets. The Agent should select the device they wish to submit a claim for, and click Continue.
To remove items from their claims queue, they should select the “Delete” option.
After selecting Continue, they will be presented with a modal to indicate their shipping preferences. They are only indicating how they wish to receive the device once it is repaired and returned.
Please note that this modal may appear differently from district-to-district. Districts that are enrolled with local pick-up by Trafera will not see fields to request shipping boxes, labels, or carrier preference.
A brief description of each field contained in this modal is included below:
Where should items be sent - The user should select an iiQ location from this drop-down that is mapped to the appropriate “ship-to” address from Trafera. This drop-down menu will only present the user with Locations in iiQ that have been mapped within the Location Mappings tab of the app.
Local Pick-up by Trafera Additional Fields:
Carrier Preference - The user should select which shipping carrier they would like to use for return shipping. Districts that do not use Trafera’s pick-up services will also be selecting this carrier for shipping the device to Trafera as well.
Number of Shipping Labels - If shipping labels are needed by the district, they’ll need to indicate how many labels are needed. These labels are available to view and print from the ticket once the claim has been processed by Trafera. This is optional.
Do you need a shipping box? - The district should indicate here if shipping boxes should be provided by Trafera for shipping the devices out for repair. This is optional. Boxes may take 3-5 business days to arrive.
Additional Notes - Any additional notes related to the claim can be added here. This field is optional.
After completing the required fields and clicking Submit, the district has successfully submitted a device repair claim with Trafera for the selected device(s) and should begin to notice changes on the iiQ ticket as the claim is processed.
Please note using the Device Repair Claim requests; the device would need to be received before you are able to close the ticket.
Request Parts
For tickets in which the district would prefer to repair the device “in-house” and simply need to order parts for the repair from Trafera, the end user can select the Request Parts option from the ticket.
After selecting Request Parts, the user will be prompted to select the Part they need to request for the device and click Add. Districts can request up to 3 parts at a time. Parts displayed in this drop-down will only reflect the Parts currently covered by the device’s Trafera warranty.
After parts have been selected and added, the user will be prompted to check out in order to submit the request with Trafera.
After selecting check-out, the user will need to select the parts claims request(s) they wish to submit with Trafera before clicking Continue.
After clicking Continue, the user will be prompted to select the shipping location and carrier preference before submitting the Parts claim to Trafera. Notes can optionally be added in the Additional Notes field.
The ticket can be closed after this is submitted if needed. Some districts utilize this feature to replenish inventory after using a part they had on hand for the repair. In this case, the ticket can be closed prior to the Part being received if the issue is resolved.
Trafera Menu (top-right navigation)
An icon has been added to the top-right navigation panel for districts that have enabled the Trafera integration on their site. This icon serves as a reminder to Agents and Admins of how many items are currently in their Trafera “Cart” or Claims queue, and also allows a centralized place for them to review their Claims Queue, Order History, and contact information for their Trafera Sales rep.
After clicking the ribbon, it will expand into a drop-down menu:
Cart - this option will open a claims queue modal for the Agent, showing them only their own personal claims that they have added to their queue. The Claims queue modal is identical to what an Agent sees after selecting “check-out” from within a ticket details page. The numerical value indicates how many items are currently in the queue.
All Orders - This option will present the user with a modal containing the district's recent order history. This modal displays the asset the claim was requested for, the Ticket it was submitted from, the Trafera order status, and a timestamp of when the Claim was last updated in iiQ. Please note this contains all orders and is not a personal view. It is recommended that Agents leverage custom views for a more detailed and personalized experience.
Contact Trafera - This option will display a modal containing the district’s Trafera sales rep’s name and phone number.
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Hannah Bailey - Director, Customer Engagement