Incident IQ is equipped with a powerful suite of automation tools. Rules Engine sorts and routes tickets, assigning priority, service level agreements, and appropriate teams or agents to each help ticket.
Amplify your team’s effort with automation
You set up rules once, and your district is good to go. Rules Engine takes over from there—
routing and prioritizing each ticket in a snap. No coding required!
Get the right task to the right team member—instantly. Go further than simple sorting—set up rules based on unique issue types. Specialized issues can be sent to respective specialists, while broader issues can be dispatched to relevant teams.
Rules Engine is the system for ranking and organizing an IT team’s workload. You tell Incident IQ what issues and locations are most important for resolution, and Rules Engine will rank those tickets at a higher priority.
Improved team performance
Automatically apply Service Level Agreements to tickets based on issue type or location. Send email alerts when tickets have been sitting too long. Attach followers to tickets that meet certain criteria. Rules Engine ensures that tickets don’t fall between the cracks.
Less sifting. More solving.
Reclaim your day by letting Rules Engine handle repetitive administrative tasks.
See Rules Engine in action
During testing time, escalate priority for student device tickets to ensure uptime for critical periods.
If a ticket is an enrollment or course assignment issue, assign the ticket to the Student Information Systems team.
Send a survey to a random sample of teachers who have submitted help tickets.
For all Student Information Systems tickets, automatically toggle student data flags to protect potentially sensitive information.