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
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.
- Installing the Remote Support Ticketing App
- Setting Up Remote Support Ticketing
- Enabling or Disabling Remote Support Ticketing
- Customizing the Remote Support Ticketing Logo
- Remote Support Filter Options
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.
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.
Please Note: The verification step shown in this webinar has been
removed. Now the captcha is running behind the scenes when a user
is submitting Remote Support Ticket.
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.
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.
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.
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.
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.
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.
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.
The best practice is to create a custom Issue Category along with the specific issues. This way your users are limited to what they can select during the ticket submission process. Please note that you do not have to create a custom issue category. By clicking Select Category/ Issue, you can select from your default ticket categories and issues. Please see the detailed guide on creating custom issue and issue categories.
The example below has a custom issue category, Guest Tickets, with a few selected issues for this category. For this example we want our starting point for our Remote Support tickets to start at the issue category, Guest Tickets. Select the issue category and then click Use Current Selection.
After a guest user fills in their ticket information, instead of seeing the full selection of options for the ticket submission, they will start directly on the Guest Ticket issue category.
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.
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. A guest account will be created if the user submitting the support ticket does not exist in iiQ. Matching by the email address used to submit the ticket.
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.
You can access additional ticket details by clicking on the Options tab near the top of the Remote Support Ticketing page.
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.
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.
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.
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.
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.
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.
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.