The Support Scheduler app allows you to suggest meeting times for requesters directly from a ticket. All agents and admins will see a new Scheduling widget on the left side of all tickets. From here, meeting times can be selected and sent to the requestor. The requestor can choose a time or decline the times within the ticket or through the email they will receive.
For Support Scheduler to appear when working tickets:
The ticket must be started and can not be in a closed state
The user logged in must be either the requestor or the assignee
The user logged in can not be both the requestor and the assignee
Incident IQ Academy:
Visit the Incident IQ Academy for in-depth training and how-to videos teaching you about the Support Scheduler App.
Scheduling Meetings in Tickets
To send a meeting request to the requestors on a ticket, click on the Scheduling widget on the right side of the ticket page.
Next, click on the Request a Support Session to select times to meet with the requestor.
This will open the Scheduled Support Request pop-up window. Towards the top of the window, you can begin by selecting an estimated duration for the meeting if needed.
You can set a default meeting duration. Go to Incident IQ Apps > Manage, and click on the Support Scheduler.
Also, you can open your calendar to review available time slots using the View Personal Calendar button.
Next, choose meeting times directly on the calendar within the window. Once selected, all meeting times will appear on the right side of the calendar.
At the bottom of the page, you can add a location or URL for the event and any additional notes. Click Send Request.
Once sent, the requestor will see the suggested times displayed on the left side of the ticket. The requestor can select from one of the times or decline the request entirely.
Also, the requestor will receive an email with the available time slots where he or she can select a desired option from the email.
Once a meeting time has been accepted or declined, the agent will get an update letting them know which time was selected.
An agent or admin can request a new meeting time or cancel the meeting entirely.
For Support Scheduler to appear when working tickets:
The ticket must be started and can not be in a closed state
The user logged in must be either the requestor or the assignee
The user logged in can not be both the requestor and the assignee
Adding Meetings to Outside Calendars
Once a time has been selected for a meeting, both agents and requestors can add a meeting directly to one of the following calendar options:
Apple
Google
Office 365
Outlook
To do so, click on Add to Calendar on the ticket. Next, select from your desired calendar option as listed above. This will open a new window for the calendar you chose.
Syncing Your Google Calendar
You can link your personal Google Calendar with any current or new calendars within Incident IQ. Click Calendars on the left sidebar.
When editing an existing calendar or creating a new one, you will see the option to Link to Google Calendar.
Google will ask you to allow Incident IQ to access your Google Account. You will need to scroll down to the bottom of the window and click Allow to complete linking Google Calendar with Incident IQ.
Lastly, select which calendar you would like to sync with Incident IQ.
Syncing Your Microsoft Office 356 Calendar
You can link your personal Microsoft Office 365 Calendar with any current or new calendars within Incident IQ. Click Calendars on the left sidebar.
When creating or editing an existing calendar, you will see the option to Link to Microsoft Calendar.
Next, sign in to your Microsoft Office 365 account.
Lastly, select which calendar you would like to sync with Incident IQ.
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Hannah Bailey - Director, Customer Engagement