It is important to establish clear and consistent policies for requesting and providing support when distance or remote learning activities must take place. We suggest receiving inquiries or support requests from parents and students via established email channel(s). You can find a help article that covers these configuration options here: Managing Email-to-Ticket Options.
- Districts may have helpdesk agents monitor inboxes and submit tickets on-behalf of users.
- Another option is to have parents or students submit requests to teachers and allow teachers to log into Incident IQ and submit tickets on-behalf of the student user.
Another solution is, Remote Ticketing Support App, allows districts to setup and provide the same customizable ticketing experience for non-Incident IQ users accessed by a simple url link. Instead of needing an existing account, guest users will be asked for their user details at the beginning of the ticket process.
Having agents or faculty members submit tickets will prevent potential login questions from users who typically haven’t logged in for support such as parents and students. This also helps to drive accurate model and issue selection so rules continue to route tickets to the correct departments.
Here are some other features and apps in Incident IQ that will help with remote support:
- Managing the Knowledge Base – We also suggest ensuring that knowledge base articles are up to date. Please remember that KB articles support external url linking; so it is a good time to double-check those links and maybe add some ones.
- Announcements App linked here – Share messages with your technical staff and faculty users within Incident IQ. There is a short screencast recording that shows how to install and configure the the Announcement App.
- Custom Fields – There will likely be scenarios where you need to alert users of potential delays or need to provide additional instructions for certain types of tickets. You can utilize “Information” type custom fields in tickets to post specific messages to requestors during ticket submission.
- Screen Recording App – This enables users to quickly record and attach screen recordings and screenshots to help tickets. Use Screen Recorder to precisely share problems and solutions, speeding up resolution times in remote support scenarios.
- Remote Assistance Apps – Incident IQ has a library of Remote Assistance Apps (Microsoft Quick Assist, SimpleHelp, and more).
We are happy to help with any needed adjustments to email inboxes, routing rules, knowledge base, user permissions and teams.