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

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.

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).

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

- 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!

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.

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.

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

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

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.

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.

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.

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

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!"

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.

This software solves problems. When we need it, support is as responsive as any software I've ever used, and they've never made me feel dumb for missing something obvious. There's a lot of work getting it set up, but taking the time to get it right will leave you with an integral system.

The software combines a lot of solutions, and does it well. Asset management and ticketing in the same package make for a great combination. It integrates well with system we're already using and replaced quite a few of them at a better price.

Setup and implementation needs to be a more thoughtful process. Despite the introductory training, I was setting things up before I really understood what I was doing, and I'll occasionally see echos of some early mistakes even now.

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.

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).

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.

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

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.

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.

This system was pretty straight forward to setup and their knowledge base videos were a huge help when figuring out what all needed to be setup. We went from a spreadsheet inventory to all online and will never go back!

The linked assets feature is a little under developed in terms of checking in/out. We would love to be able to check accessory devices like chargers in/out with the device for easier tracking instead of having to scan both items.

It keeps our team members updated on all organization matters. It provides effective information on performance and individual contribution of all the company employees.

This is the most reliable tool for employee database configurations and performance tracking. It has secure document governance tool that protects individual member information. The self-service portal saves time and cost of registration for new employees.

Incident IQ has not failed us since we deployed it. It has maintained substantial performance throughout.

It was easy to get started, even from ground zeroThe web interface is always improving and works well Asset search works well, and extends some google admin functionality by bringing multiple data points into one page.User adoption was very high, most people figured it out without issue.They are very open to community feedback, and always are quick to respond there.

The mobile app is extremely buggy and barely functionsSome features seem to be built around an perfect world scenario.Slow to implement user feedbackSome updates have stripped away features in exchange of simplicity.Ticketing system for contacting support is confusing and easy to mix up with in-district tickets.

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.

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.

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.

We had a very disorganized system and the inventory was inaccurate. IncidentIQ has allowed us to get organized and begin to make decisions based on data.

I really love the integration with other apps. It has allowed us to integrate our Google chrome devices and Apple products from JAMF as well as with Infinite Campus our SIS. This has saved so much time and allowed for the most accurate information.

Since we are not currently using ticketing, the user features are not as seamless as I had hoped. It is still better than the paper filing system we had, but does not provide the policy deployment functionality I had hoped for.

Overall working with Incident IQ has made our life easier. Now knowing everything about an asset is just a search away. We can easily track the status of the asset, and even know when the asset needs to be replaced by keeping a watch on the usage and other things.

IT asset management is a hard thing when the scale of operations is large. We faced a similar problem where we had to manage large number of assets, and using our inhouse applications and excels were not sufficient. That's when we switched to incident IQ, and tracking and managing our assets were pretty easy. Our team members could quickly find out which asset was tagged to whom, and how many free assets we had.

Inventory management is a little lagging. Though the application seems to update in realtime, sometimes the data is not saved, and then we have to look out for things that got missed. It happens very rarely, but its worth noting down, because it can happen at anytime, and important asset details might be lost forever.

Ease of Use. All Online. I like that they continue to update their product.

Sometimes the options are overwhelming. Definitely need to customize your user interface.

IIQ has allowed the IT dept. to become more efficient.

IIQ has transformed the way we interact with users and manage devices. We started our 1:1 chromebook program a year before the pandemic and started with spreadsheets. After the first few years, we found several variations of spreadsheets and it was hard to figure out which was accurate. This has resolved that issue and we are able to hand off some responsibilities to other departments when it comes to handing out devices and having them assigned and labeled.

As a small school district, this software does take up a big chunk of our budget. We do understand the value it has, however, this is the largest line item in our budget.

This application has reliable database that keeps data privately for each team member. Customer desk has enhanced effective service delivery and managed consumer satisfaction. The customer support team has been the best as they are always available when we contact them to offer business leads.

It enhances monitoring of workflows and ticketing in the entire supply chain ecosystem. Incident IQ provides data analytics from work processes and employee performance. It is easy to customize this application to accommodate employee data and performance tracking metrics.

The advanced automation options have not been implemented effectively based on the modern organization demands.

IIQ is wonderful for helping us track devices and tickets. It also helps us with our parts ordering since we can now add parts into the tickets as we use them, which greatly helps us keep our inventory up to date and stocked.

It's easy to use and I love the ability to track devices and keep pace with tickets. Being able to pick up a device and scan it to see where it is along the repair route is extremely helpful since we have a department where we share responsibilities for repairs and resets.

The app is the only piece that really needs improvement, it's not intuitive and won't give all the same information that the full desktop program will.

This product was intentionally built with Education in mind, while many product offer similar features, none do so with such a clear focus. Choosing Incident IQ was one of the best decisions we've made for our district.

Incident IQ is constantly being improved upon, while we run into bugs here and there - it isn't any worse than other platforms.

The tool has helped my team to collect efficient data from various department. It provides alerts when there are inefficiencies across the workflows infrastructure. It has promoted quick growth in all the company sectors.

Incident IQ controls the company help desk that promotes close customer relations. It enhances transparent workflows and close asset monitoring. It provides real-time insights on performance.

It is awesome product with positive performance record.

In general, it is a good program that greatly facilitates the handling of data, saves time and increases the efficiency of the organization's work.

This platform helped a lot in managing HR operations, it also made it much easier to issue and track reports, its customer support is good, it can be used to automate a lot of the company's work, it has a set of powerful features for creating tickets.

The data display method must be updated, sometimes problems appear in the issuance of stickers, it is preferable to provide a free trial before purchasing.

The asset I set management system is my favorite part of IQ. In a few easy steps it enables me to have homerooms, students and devices in one easy to find location. This is definitely my favorite feature of IQ

The system is easy to use, clear and everything I need is in one location. I find the search feature is helpful and always has answers to my questions.

I have enjoyed y tie while working with Incident IQ with great and friendly user interface. It has enhanced improved interactive sessions. The licensing terms are flexible and many small enterprise business can meet the set conditions.

It helps my team access all teams and project progress from one control platform. Creation of tickets for various business events is appropriately with Incident IQ. The customer support offers instant assistance when reached.

There is no difficulties experienced while working with this product.

I like the ability to see what changes have been made to tickets and by whom. I also like IIQ's ability to update users instantaneously regarding the status of a ticket.

If one hasn't used it before, there's a lot of "moving parts" to get used to.

The best about incident iq is its inventory management and tracking of tickets. We can easily understand the changes done to tickets. Easy to manage the workflow of the organization. Interface is user friendly which helps beginners to understand easily.

No issues. If we face any bugs, the customer support will help to solve the issue as soon as possible.