This guide is designed to give Incident IQ administrators an overview of the following Support Scheduler app related topics:
- Setting up meeting times on tickets
- Accessing your personal calendar
- Adding scheduled meetings to your Apple, Google, Office 365, or Outlook calendar
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.
- Scheduling Meetings in Tickets
- Adding Meetings to Outside Calendars
- Linking your Incident IQ Calendar with Google Calendar
The Support Scheduler app allows you to suggest meeting times for requesters directly from a ticket. All agents and admins will see a new Scheduling widget on the left side of all tickets.
From here, meeting times can be selected and sent to the requestor. The requestor can select a time or decline the times within the ticket or through the email they will receive.
Scheduling Meetings in Tickets
To send a meeting request to the requestors on a ticket, click on the Scheduling widget on the left side of the ticket page.
Next, click on the Request a Support Session to begin selecting times to meet with the requestor.
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.
Tip: You can set a default meeting duration. Go to Incident IQ Apps > Manage, click on the Support Scheduler.
Also, you can open your personal calendar to review available time slots using the View Personal Calendar button.
Next, choose meeting times directly on the calendar within the window. Once selected, all meeting times will appear on the right side of the calendar.
At the bottom of the page you can add a location or URL for the event and any additional notes. Click Send Request.
Once sent, the requestor will see the suggested times displayed on the left side of the ticket. The requestor can select from one of the times, or decline the request entirely.
Also, the requestor will receive an email with the available time slots where he or she can select a desired option from the email.
Once a meeting time has been accepted or declined, the agent will get an update letting them know which time was selected.
Please note, an agent or admin can request a new meeting time, or cancel the meeting entirely.
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:
- Office 365
Simply click on Add to Calendar on the ticket. Next, select from your desired calendar option as listed above. This will open a new window for your calendar you select.
Linking your Incident IQ Calendar with Google Calendar
You can link your personal Google Calendar with any current or new calendars in Incident IQ from the Calendars page in Administration.
When editing an existing calendar, or creating a new one, you will see the option to Link to Google Calendar.
When linking your Google Calendar with Incident IQ, you will be alerted that Google hasn't verified this app. This message is only temporary as we await app verification from Google. Verification has been requested as of Feb 9th, 2021 and is expected imminently. There is no danger to your account data when linking your calendar with Incident IQ. Click on Advanced to continue.
Next, you will want to click on Go to Incident IQ.
Finally, Google will ask for you to allow Incident IQ to access your Google Account. You will need to scroll down to the bottom of the window and click Allow. to complete linking Google Calendar with Incident IQ.