Installing and Utilizing the Scheduling App

Guide Overview

This guide is designed to give Incident IQ administrators an overview of the following Scheduling app related topics:

  • Installing the Scheduling app
  • Setting up meeting times on tickets
  • Accessing your personal calendar
  • Adding scheduled meetings to your Apple, Google, Office 365, or Outlook calendar

 

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. App Installation
  3. Scheduling Meetings in Tickets
  4. Adding Meetings to Outside Calendars

 

Introduction

The scheduling app allows you to supply suggested meeting times for requestors directly from a ticket within Incident IQ. When installed, all agents and admins will see a new Scheduling element on the left side of all tickets.

Intro_001.png

From here, meeting times can be selected and reviewed, and a request for a meeting sent to the requestor.

Ticket_Schedule_006.png

Once sent, requestors can review selected times on tickets as well as emails, accept one of the times suggested, or decline the times if they do not fit their current schedule.

Ticket_Schedule_009.png

[Return to Index]

 

Installation

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

Installation_001.png

Under the Remote Assistance section, click on the Scheduling app. Next, select Install and follow the steps to complete the installation. Once completed, click on Manage to go to the app configuration page.

Installation_002.png

Installation_005.png

Once installed, click on Manage App Settings to continue on to app configuration.

Installation_003.png

This will take your to the Scheduling app Overview page. From here, you can opt to set a default meeting duration time for all meetings to complete the app set up.

Installation_004.png

[Return to Index]

 

Scheduling Meetings in Tickets

To begin sending a meeting request to the ticket requestor on a ticket, begin by clicking on the Scheduling element on the left side of the ticket page.

Ticket_Schedule_001.png

Once expanded, you can click on the Request a Support Session to begin selecting times you wish to meet with the requestor.

Ticket_Schedule_004.png

This will open the Scheduled Support Request pop-up window. Towards the top of the window, you can begin by selecting an estimated duration for the meeting if needed. Additionally, you can open your personal calendar directly from this pop up window to review available timeslots using the View Personal Calendar button as well.

Ticket_Schedule_005.png

Next, you can choose meeting times directly on the calendar within the window. Once selected, all meeting times will appear on the right side of the window. 

Ticket_Schedule_006.png

Finally, at the bottom of the page you can specify the specific location the meeting should occur as well as any necessary additional notes. Once complete, click on Send Request.

Ticket_Schedule_007.png

Once sent, the requestor will see the suggested times displayed on the left side of the ticket. From here, the requestor can select from one of the specified times, or decline the request entirely if none of the times match their current schedule.

Ticket_Schedule_009.png

Once a meeting time has been accepted or declined, the agent will get an update letting them know which time, if any, was selected.

Ticket_Schedule_012.png

Please note, one a meeting has been selected both the agent and admin can request a new meeting time, or cancel the meeting request entirely, if needed at any time.

Ticket_Schedule_014.png

[Return to Index]

 

Adding Meetings to Outside Calendars

Once a time has been selected for a meeting, both agents and requestors can add a meeting directly to one of the following calendar options:

  • Apple
  • Google
  • Office 365
  • Outlook

To do so, simply click on the Add to Calendar button on the ticket.

Add_to_Calendar_001.png

From here, you can select from your desired calendar option as listed above. This will open a new window where you can complete the process.

Add_to_Calendar_002.png

[Return to Index]

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