Submitting a Student Support Ticket in Incident IQ

Starting a studentticket from the dashboard

FromtheIncident IQ dashboard,a student can createa new ticketby clicking Start a Ticket,locatedonthe topnavigationbar,inthe Your Recent Tickets sectionof thedashboard,or onthe relevantdeviceicon inthe Your Devices section.

For DCSD studentusers the Your Devicessectionwill consistonly of thestudent’s assignedChromebookandwireless hotspotdevices.

Specify the problem

Choosetheissuecategory

IncidentIQ presents theuser witha listof themostcommonhardwareissues, basedonthe device you'veselected. ChooseanIssueCategory fromthelistthat's displayed,or choose Issue not listed if your problemis notpresented.

Choosetheterminal issue

Next,the student selectsthe specific issue they are encountering.

Adding additional information

If theuser has any additional informationto share,they can usethedialog box to describetheissuefurther. Oncethey have completeddescribing theproblem, the studentclicks SubmitTicket to completethesupportrequest.

Note:Users answer thequestions aboutwhether the ticket contains protected studentinformation(e.g.,studentpersonally identifiableinformationor PII)and ticketurgency to the bestof their knowledge. Theseanswers allow IncidentIQ prioritizeyour tickets,andsafeguardsensitivestudentdata.

Confirmation

Whenthe ticket has been successfullysubmitted,the student willautomatically be taken thenew ticket'sdetailspage. The student will also receivea confirmation email that the ticket has been submitted ifnotifications areenabled. Theticketwill also be reviewablefrom theYourRecentTickets areafromtheDashboard.