The AI Ticket Assistant in iiQ helps you get support faster by automatically identifying your devices, suggesting quick fixes, and ensuring your request reaches the right person.
The Thumbs Up/Down feature allows you to provide quick feedback on the AI's usefulness during the ticket submission process. Your feedback is valuable for improving the AI's performance.
Step 1: Start Your Ticket
Log in to your dashboard and click the New Ticket button. You can find this in two places:
The top of the left-side navigation menu.
Within the "My Recent Tickets" section on your main dashboard.
Step 2: Describe the Problem
Type a brief description of the issue in your own words (e.g., "My computer is busted") and click Submit.
Adding Photos: If you have a physical issue like a cracked screen, click the Paperclip Icon to upload a photo. The AI will analyze the image to help describe the problem and attach it to your ticket.
Please note that pasting images directly is not supported.
Step 3: Confirm Details & Assets
The AI Assistant will ask a few questions to ensure your ticket is correct. The questions will change based on the information you provided and other factors. Here are some examples of additional information for AI Ticket Assistance.
Who is this for? The Assistant will identify if the request is for you or a student.
Which device? The AI will suggest devices assigned to you or the student. If the correct device isn't shown, click "Find an Asset" and search by the Asset Tag or Serial Number.
What is the issue type? Based on your description, the AI will propose categories. If the suggestions don't fit, you can type more details in the description box.
Additional Required Info - Your district may have additional required fields marked with a red asterisk (*). Make sure to fill these out before proceeding.
Step 4: Review and Submit
Before the ticket is created, you will see a Summary View. Take a moment to check the Issue Type, Location, Asset, and Additional Information.
To fix a mistake: Select "Make a Change" to edit any field.
To finish: Select "Looks Good" to create your ticket.
Helpful AI Features
1. Duplicate Detection
If you try to create a ticket that is very similar to one you already have open, the system will alert you. You can choose to:
Add more info to the existing ticket.
Continue submission if this is a separate, new issue.
2. "Help Me Solve."
For specific issues, the Assistant may provide step-by-step instructions (available during the ticket submission process and after the ticket is submitted) to help you resolve the problem on your own.
AI Ticket Assistance will confirm if the action you took resolved your issue.