Installing and Managing Remote Support Ticketing App

Guide Overview

This guide is designed to give Incident IQ administrators an overview of the following Remote Ticketing Support App related topics:

  • Setting up, configuring, and enabling the Remote Support Ticketing feature
  • Changing the guest ticket page logo
  • Using remote support specific filter options

 

Guide Index

You can use the following links below to quickly navigate to a specific section in this document. To quickly return to this index simply use the Return to Index link located at the end of any section.

  1. Introduction
  2. Installing the Remote Support Ticketing App
  3. Setting Up Remote Support Ticketing
    1. Entering the Initial Form Details
    2. Selecting a Starting Point
    3. Reviewing and Publishing your Public URL
    4. Utilizing Custom Fields
    5. Additional Options
  4. Enabling or Disabling Remote Support Ticketing
  5. Customizing the Remote Support Ticketing Logo
  6. Remote Support Filter Options

 

Introduction

Remote ticketing support 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.

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This not only allows you to capture the user's email address and the location of the ticket, but also the specific issue on the ticket. Beyond the benefit this gives agents working tickets, this also allows you to route these tickets to the appropriate agent or team through the Rules Engine as well. If you would like to know more about the Remote Support Ticketing, or see it in action, check out the webinar below for additional details.

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Installing the Remote Support Ticketing App

To install the Remote Support Ticketing app, begin by clicking on Incident IQ Apps > Browse on the left navigation bar.

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Underneath the Remote Assistance section, click on the Remote Support Ticketing app. From here, simply select Install and follow the steps to complete the installation.

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Setting Up Remote Support Ticketing

The following section will take you through a step-by-step walkthrough on how to setup your remote support ticketing workflow. If you have not already installed this application, please refer to the previous section on how to do so before continuing.

Once you have installed this app, you can access this feature by clicking on Tickets > Remote Support Ticketing on your left navigation bar.

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 Entering the Initial Form Details

When setting up your Remote Support workflow, you'll want to begin by selecting a name for the form as well as a Fallback Location. The Fallback Location is the location that will be assigned to the ticket if the user selects I don't know when entering in location details.

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Outside of providing a name for the remote support workflow as well as the ticket fallback location, you can also setup a confirmation message for when the user successfully submits a ticket. Additionally, if you would like to provide a little more clarity to them on what the ticket submission should be utilized for and how there is a field for that as well.

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 Selecting a Starting Point

Unless otherwise specified, the remote support ticketing will begin exactly where your normal ticketing starts for your standard Incident IQ users. However, you may want to limit the type types and issues that are available to you users outside the system. To do so, begin by clicking on the Select Category / Issue button.

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This will open up a window where you can drill down the specific ticket type, issue category, or even issue that you want to begin the guest ticket submission at.

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In the below example, a issue category was setup in Other Requests called Guest Tickets with a few issues nested beneath it. If I clicked on this Guest Tickets issue category and then clicked on Use Current Selection, this issue category would become my Remote Support's new starting point.

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So, after a guest user fills in their ticket information, instead of seeing the full selection of options for the ticket submission, they will instead start directly on the Guest Ticket issue category.

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 Reviewing and Publishing your Public URL

In the Publishing Settings / Public URL section, you can find the url used by the remote support ticketing. You can simply copy the link this page for use on your district's website to give guest users a quick and easy method of accessing this feature.

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Additionally, the preview buttons allow you the see what the registration page will look like to guest users, as well as how the rest of the support form will appear.

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 Utilizing Custom Fields

The Remote Support Ticketing feature also support the use of custom fields. These are set up exactly like you would for the normal ticketing process and can be accessed by clicking on the Manage Custom Fields button. If you are unfamiliar on working with custom fields in Incident IQ please check out our Managing Custom Fields help article for more information.

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 Additional Options

You can access additional ticket details by clicking on the Options tab near the top of the Remote Support Ticketing page.

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The Support URL field allows you to enter a custom url that users can access on the top right of the remote support ticket submission page.

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If necessary, you can also setup and additional link beneath the Support URL by filling in the Additional Link Title and Additional Link URL fields as well.

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And finally, you can toggle on whether or not guest users have the ability to add location details, attach files to the ticket, or tie existing Incident IQ user's into their tickets as followers. By default, these options are toggled off and do not appear for guest users.

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Enabling or Disabling Remote Support Ticketing

If you ever need to disable or re-enable the Remote Support Ticketing feature, you can do so on the Form Details tab by toggling the Remote Support Enabled option on or off.

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Customizing the Remote Support Ticketing Logo

Incident IQ administrators can customize the logo in email headers and the top of the Remote Support Ticket page by selecting Administration > Site Options from the left navigation bar.

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On the Site Options page, an option to edit the Logo will be available in the Settings section where you select an image file to use.

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Remote Support  Filter Options

With the introduction of Remote Support Ticketing, additional filters options have been added for tickets, users, and rules. When utilizing the Source filter, you will now see the option to filter by E-mail ( Public ) and Website ( Public ). By utilizing these options you can:

  • Filter, create, and export ticket views submitted by guest users
  • Identify which user accounts were created through the guest ticking feature
  • Setup condition statements to include or exclude tickets generated through guest ticketing when defining a rule.

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