Incident IQ

RATING:

4.6

(40)

About Incident IQ

Incident IQ is a workflow management solution built by K-12, exclusively for K-12. Headquartered in Atlanta, GA, Incident IQ is 130+ strong and made up of former educators, K-12 IT technicians, and district leadership. Our platform is designed to specifically meet the unique IT needs we experienced firsthand in our classrooms and districts. 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 has revolutionized the way K-12 school districts provide and manage services. Our results speak for themselves: 98% of customers renew ...

Incident IQ Pricing

Pricing is based on a school district's student enrollment.

Free trial: 

Not Available

Free version: 

Not Available

Complete batch actions on multiple assets at once

Incident IQ Reviews

Overall Rating

4.6

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4.5

Functionality

4.5

Most Helpful Reviews for Incident IQ

1 - 5 of 40 Reviews

Anonymous

501-1,000 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

Reviewed 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.

Stephanie

Education Management, 501-1,000 employees

Used daily for more than 2 years

Review Source: Capterra

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed June 2022

Incident IQ =Efficiency

I can't say enough good things about this system!

PROS

- The rules in the ticket system saves us a lot of time. I am all about efficiency since we do not have the staff to fulfill all of the duties this helps us tremendously. When our site point of contacts enter tickets the rules allow more efficiency to route to the proper team. This helps better organization of tickets. - Reports are a plus for us. There are many reports we can run. Without reports we can't determine needs in our system -Asset tracking is another plus! The system is built for different roles to update their assets. We have a dedicated person at each of our sites for inventory and this has made it much for efficient. -Having the ticket assigned to an asset is an awesome way for us to keep track of student & staff damages, etc. We love the new fee feature that is assigned to users. -Ticketing roles better assist us with our point of contacts at each site. They are able to enter tickets and then route them to us. Having the ability for our teachers to enter tickets and then route to our site point of contacts has helped in many ways. -Knowledge Base has helped us store instructions and other docs for our users. -Support is awesome!

CONS

We don't have any cons about this system. When we like to have something added or feature request, we just enter our submission and a lot of times IQ is updated within a few months of the submission.

Reason for choosing Incident IQ

Incident IQ had more features, more organized , user friendly

Reasons for switching to Incident IQ

Everything in the pros about iq school dude did not offer

Daniel

Education Management, 1,001-5,000 employees

Used daily for less than 2 years

Review Source: Capterra

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

2

FUNCTIONALITY

4

Reviewed July 2022

Love the product but needs polishing

Handling high volume of technology, tech transactions, and tech support requests. Great tools to generate reports. It has improved our workflows and given us much better visibility into our technology and its whereabouts.

PROS

It was a huge step from our previous system. App integrations, powerful filtering and reporting tools, and automation is what impressed me the most

CONS

Features were often buggy, notification system was overwhelming for users, tech support was not always able to solve issues.

Reason for choosing Incident IQ

IIQ was a more modern system

Reasons for switching to Incident IQ

IIQ was a more modern system

Jack

Primary/Secondary Education, 51-200 employees

Used daily for less than 12 months

Review Source: Capterra

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed June 2022

Incident IQ is great!

Overall the system has been great! It's easy to use but also provided the level of detail that we need to manage everything from our help desk to our inventory.

PROS

Implementing Incident IQ has simplified the management of our school technology. The help desk seems simple to use but has some powerful tools that make the process of responding quickly to help request easy. The asset and inventory system has simplified assigning and tracking device use along with any associated issues related to that device or user.

CONS

The biggest issue we have with Incident IQ is how it handles lable printing. At this time Incident IQ only supports printing labels from a thermal printer. We would like to see it start supporting printing from more sources like Avery labels.

Reason for choosing Incident IQ

Incident IQ was built specifically for schools and the asset and inventory management on top of the help desk software was what we were looking for.

Reasons for switching to Incident IQ

The system did not provide the level of detail we wanted and we could never get any of the customization options to work correctly for us.

Matt

Education Management, 501-1,000 employees

Used daily for less than 2 years

Review Source: Capterra

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed June 2022

Ongoing updates--in a good way!

Overall it's a fantastic product with a wonderful team of devs. Highly recommend to any K-12 district team.

PROS

IIq is a fantastic baseline for our tech department--keeps workflows in order and gives a great, high-level dashboard. It integrates with everything, or it's on the roadmap. Which in this case usually means within a quarter. They are forever adding USEFUL features-- not buttons for the sake of buttons, but stuff we often say "oh hey, i hadn't thought of that but I'll for sure use it!"

CONS

There's a lot to process on the agent side--comment button isn't the most logical spot, requires a number of steps that seem like busywork. Overall it's good logging but it's troubling that some things can't be required and others can't be ignored.

Reason for choosing Incident IQ

more education-focused than others, better developed for what do day to day without all the sox type tools

Reasons for switching to Incident IQ

Solarwinds123..and iiq was just that much better.