Incident IQ

This section contains help guides for agent and admin roles.

Managing

AI Ticket Assistant - Dashboard and Chat Replay

AI Ticket Assistant - Admin Guide

AI Ticket Assistant - Site Options and Permissions

AI Ticket Assistant - Facilities Ticket Permissions Behavior

AI Ticket Assistant - Submitting a Support Ticket

AI Ticket Assistant - Data Privacy & Security FAQ

AI Ticket Assistant - Email-to-Ticket

AI Ticket Assistant - FAQ - How can I track resolved and deflected self-service tickets?

AI Ticket Assistant - FAQ’s

Bridges that gap—making it easy for teachers while giving techs complete, actionable data.

AI Ticket Assistant

Everything Agents & Admins need to know about managing Tickets.

Tickets

Navigating Tickets

Working Tickets

Ticket Comments Text Editor

Creating & Managing Ticket Work Packages

Working with Spare Pool Assets on Tickets

Working Tickets with an Approval Process

Custom Views

Using Video Recording when Working Tickets

Bulk Action for Tickets

Email Subscriptions for Custom View Reports

Knowledge base guides for Working & Viewing Tickets.

Working & Viewing Tickets

Applying Shortcuts in Bulk

Shortcuts & Text Snippets: Edit, Copy, Delete

Text Snippets: Creating and Utilizing

Shortcuts: Creating, Utilizing, and Sharing

Knowledge base guides for Shortcuts & Text Snippets.

Shortcuts & Text Snippets

FAQ - Can you filter to find tickets submitted by or on behalf of a specific user?

FAQ - What happens to the ticket status when a ticket is transferred from one module to another?

FAQ - How do I delete a single part or bulk delete parts?

FAQ - How does iiQ calculate the average unit cost of a part?

FAQ - How to reassign tickets when agent is out of office?

FAQ - How can I follow a ticket I'm not working on?

FAQ - As an agent, what tickets can I modify?

Frequently Asked Questions specifically for Managing Tickets.

FAQs

Setting Due Date Reminders

Work Calendar

Adding/Setting Due Dates

Viewing and Filtering Due Dates

Knowledge base guides for Work Calendar & Due Dates.

Work Calendar & Due Dates

Adding and Deleting Parts within Tickets

Adding Ad Hoc Parts to a Ticket

Enable Ad Hoc Parts

Importing Parts and Inventory

Funding Sources and Purchase Orders

Parts and Suppliers

Parts

Everything Agents & Admins need to know about managing Assets.

Assets

Checking In & Out Assets

Rollout Scout - Advanced Deployment

Knowledge base guides for Checking In & Out Assets.

Google Devices manual sync for individual assets

How to Link Assets

How to Clone an Asset

Batch Asset Exchange

Required Asset Fields when importing and creating assets

Filtering Asset Views

Assets Explorer Overview

Importing Assets into iiQ via CSV File

Applying Fees & Payments

Interactive Mapping - Assets Module

Managing Assets and Asset Data

Bulk Action Options for Assets

Submitting Devices to CDW DeviceCycle for Repair

Importing Assets using SFTP

Knowledge base guides for Working & Viewing Assets.

Working & Viewing Assets

Asset Auditing

How to verify assets with Audit Manager

Auditing

Total Cost for a Single Asset (Parts and Labor)

Cost Tracking for Multiple Assets

Asset Depreciation

Knowledge base guides for Total Cost & Asset Depreciation.

Total Cost & Asset Depreciation

FAQ - What categories of models are reserved for the Facilities product?

FAQ - Can I search for changes made to assets based on a specific time period?

FAQ - Why doesn't the Exchange Asset option appear on every ticket?

FAQ - What is the difference between app verification vs. audit manager verifications?

FAQ - Why does my asset management integration show the device verified, but Audit Manager does not?

Frequently Asked Questions specifically for Managing Assets.

Users Explorer

Filtering User Views

Importing Users into iiQ

Roles within iiQ

Setting Initial Product when Initial Logging

FAQ - Can you download all PDFs from the User profile?

Managing User Accounts

Everything Agents & Admins need to know about managing Users.

Users

FAQ - How to View Your iiQ Support Tickets

Keyboard Shortcuts

Global Search

Dashboard Overview

Customizing Your Dashboard

Configuring Your Notifications

How to get in contact with iiQ Support Team

Everything Agents & Admins need to know about customizing your dashboard, shortcuts, and notifications.

Dashboard

iiQ Support Email: <a href="mailto:support@incidentiq.com" rel="nofollow noopener noreferrer" target="_blank">support@incidentiq.com</a>

Incident IQ® is a registered trademark of Incident IQ, LLC. Other trademarks are the properties of their respective owners.

iiQ Community

iiQ Academy

Find answers and get help from Intercom Support and Community Experts

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Prototype role-limiting follow-up

This prototype demo suggests starting with your workspace profile, inviting the team members who need access, and then connecting the integrations you use.

Prototype getting-started answer

In this prototype demo, integrations are configured from workspace settings. Choose the integration, connect the account, and review the enabled permissions.

Prototype integrations answer

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