About Incident IQ

Bring your K-12 support operations to a unified platform.

With thousands of learning devices spread throughout student homes, bare bones ticketing and inventory solutions will no longer suffice. K-12 IT support teams need tools that are built for the job.

From help desk ticketing and asset management to HR and Facility workflow management, Incident IQ is revolutionizing the way K-12 school districts provide and manage services.


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Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10, Not Applicable

5 Reviews of Incident IQ

Average User Ratings

Overall

4.6 / 5 stars

Ease-of-use

4.0

Value for money

4.5

Customer support

4.0

Functionality

4.5

Ratings Snapshot

5 stars

(3)

3

4 stars

(2)

2

3 stars

(0)

0

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

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Very likely

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Showing 1 - 5 of 5 results

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November 2020

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

November 2020

Still learning the system

The transition has been harder than we anticipated, but we are learning more about the system every day.

Pros

I run the IT team for a small school district, and we transitioned to this product because it incorporates the management of service requests and the inventory. It is much more user friendly with icons and inventory tied to users. Overall, this is the best system we have used so far.

Cons

The data reports are good, but it would be nice to have more robust data mining options and data exporting. The transition from our old inventory to this program was not as smooth and seamless as we were led to believe and some of the sync options have causes some issues with accurate inventory (it syncs from JAMF to iiQ, but not back).

Reasons for Switching to Incident IQ

We wanted a system that connected our inventory to our tickets.

November 2020

Matt from Logan City School District

Company Size: 501-1,000 employees

Industry: Education Management

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

November 2020

Review for IncidentIQ

Overall, this is a good system and I am happy with it. If they were to fix some of the items I mentioned above, I would really love this system.

Pros

I have really liked several features in IncidentIQ. I love the reporting/analytics, and the fact that I can tap into the API to pull out even more data. I like the ticket management window and find it intuitive and easy to use, and I love the ability to create my own ticket filters and add them to my dashboard. I also love the built-in remote ticket support, the ability to tie tickets to specific devices, locations, and users with a single click, and the system status dashboard. Another thing that has been very nice is the integration with Google (for account management and authentication), and JAMF and Google Admin (for asset/inventory management).

Cons

This is a very good ticketing system, and they are OH SO CLOSE to being really great. There are just a few little things that they didn't get quite right, and some of them make me scratch my head a little. For instance, the Knowledge Base would be super useful, but the text editor is pretty pathetic. In today's world, adding a true rich-text editor that can be used to create the knowledge base articles should be a no-brainer. Also, I wish we could add external email recipients when we comment on a ticket, and that when we attach a file to a comment, the attachment would be included in the email, rather than the person having to login to IncidentIQ to see the attachment. Another thing that I long for in this system is a way to clearly see when someone has added a new comment to a ticket. Currently, there is no indicator of any kind that a comment has been added. You just have to keep opening the ticket again and again to see if the requester has responded. Finally, setting up issue categories, issue types, etc. is a bit confusing, and I really wish we could edit the 4 main categories to be something more intuitive for our users. Most users have no clue what "Provisioning" is, for example.

Reasons for Switching to Incident IQ

The thing that started us looking was we needed better reporting/analytics, and to get the kind of reporting/analytics we needed in FreshService would have cost us a lot of money. Once we started looking, we liked several of the features offered by IncidentIQ, as I mentioned above.

November 2020

Cara from Logan School District

Company Size: 201-500 employees

Industry: Education Management

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

November 2020

IIQ Gets the Job Done

Quite positive. We seem to get the job done.

Pros

It has a lot of features. I personally like the shortcuts.

Cons

Cumbersome. You can get lost in too much information

Reasons for Switching to Incident IQ

Lack of reporting and no asset integration

November 2020

Matt from Logan City School District

Company Size: 51-200 employees

Industry: Education Management

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

November 2020

Not perfect, but still a great tool

Overall, I'm pleased. I wish the migration was a better experience, but for daily use, IncidentIQ has everything I need.

Pros

Inventory, tickets, and a knowledge base all in one? Yes please! I really appreciate the details that make my job easier, and being all in one place. It is relatively easy to learn, which is good for the end-user and the support team.

Cons

We could really use a chat feature, which this software doesn't have. Migrating from our old service wasn't a seamless process, and we are still cleaning up our inventory because of this.

Reasons for Switching to Incident IQ

Complications with old software, and to ease our inventory and ticketing time

April 2020

Isabella from Alascom

Company Size: 51-200 employees

Industry: Information Technology and Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

April 2020

Problems are solved with a ticket.

We use many devices at work: laptops, printers, scanners, projectors, etc. There are times when a small problem arises and we do not have time to call a technical service to check the device and come back a second time to make the repair. Incident IQ saves all that time and makes it more efficient.

Pros

It seems to me that the database of devices that are registered is enormous. All the devices we have at work are included. The analyses are quite accurate, I have no complaints about that. Incident IQ is very easy to use: just start the application and send the ticket. I think it delivers what it promises.

Cons

There are times when I have used this software and been served by a technician who did not seem to be very qualified to solve my problem. I understand that there are mistakes that are inevitable to make, but there are others that are due to the carelessness of the person who is attending or who does not have the necessary knowledge.