The HTPS Technology Department is committed to providing prompt and efficient support. We rely on our technology ticketing system, Incident IQ (iiQ), to manage your requests quickly and accurately. After our previous blog post, It's Ticket Season... Just a Couple Reminders, we noticed there was one item that was missed. A quick adjustment that all faculty and staff can make to their personal settings that will significantly improve our response and resolution times: Verifying your iiQ Email Notifications.
The Communication Advantage
When our technicians or computer support teachers (CSTs)/technology coaches are working on your ticket, they frequently need to ask a follow-up question, request clarification, or confirm the issue is resolved. If you don't receive this communication promptly, the ticket essentially stalls until your next log in to iiQ.
By ensuring your email notifications are enabled, we can dramatically cut down on this waiting period, leading to:
- Faster Support: Quick replies to follow-up questions mean the technician or CST can continue working immediately, accelerating the time it takes to solve your issue.
- Seamless Response: You do not need to open iiQ to respond! When you receive an email notification about a comment on your ticket, you can simply Reply to the email. Your reply will be automatically logged as a comment in the ticket history.
This simple setting ensures we can have a real-time conversation and get your technology back in full operation as soon as possible.
Check Your iiQ Notification Settings
We encourage all HTPS staff to take a moment today to check these critical settings:
STEP 1: Access Your Notification Settings
When logged into iiQ, click on your name in the top, right corner of the screen. Then click on 'Options'.
STEP 2: Verify Your Email Preferences for Ticket Activity
In the Notification Settings menu, navigate to the sections for Notifications > As Owner and Notifications > As Follower. You will want to specifically focus on ensuring the "Email" option is checked ON for Ticket Activity within those two categories.
Moving Forward: The Power of a Simple Reply
Thank you for partnering with the Technology Department. By making this quick adjustment, you are helping us maintain the highest level of efficiency and support for the entire district. When you see an iiQ email in your inbox, know that your quick reply is a direct contribution to speeding up your own resolution!
If you need any assistance with ensuring these settings are turned on, don't hesitate to reach out to your building Technology Coaches for personalized help!