Working An Incident IQ Ticket – Quick Guide
This guide walks you through the start-to-finish process of working a ticket in Incident IQ. Use this workflow anytime you’re assigned a ticket. Each step includes what to check, what action to take, and what to avoid.
Step 1 – Start the Ticket
Open the ticket assigned to you.
Click Start Ticket → this automatically changes status from Submitted to In Progress.
Starting a ticket means you’re taking responsibility. If you cannot work it, reassign instead.
🔗 See detailed guide: Starting a Ticket
Step 2 – Verify “Submitted By” and Location
Check the Submitted By field.
If the submitter reported the issue for someone else, update the ticket to show On Behalf Of that staff member.
Example: “Jane Doe submitted this ticket on behalf of John Smith.”
Verify the Location field matches the staff member’s actual work location or the place needing support.
Correcting these fields ensures the right person receives updates and support.
🔗 See detailed guide: Updating Submitted By & Location
Step 3 – Confirm or Update Issue Category
Review the issue category chosen when the ticket was submitted.
If it matches, click Confirm Issue.
If not, click More → Change Issue to update it to the correct category.
If unclear, add a comment to the ticket and request clarification from the submitter before confirming.
Correct issue categories improve reporting accuracy and faster routing.
🔗 See detailed guide: Confirming & Changing Issues
Step 4 – Communicate with Comments (If needed)
Use the Comment option to talk directly with the ticket requestor.
If you want the requestor to see the comment, keep the Visible to Requestor option toggled on.
If you keep it toggled off, only internal users who work the ticket can see the comment.
You can also have the status change to “Waiting on Requetor”, which means if the requestor never replies the ticket will close automatically.
📌 Tip: Every ticket should have at least one comment — even if just confirming the action taken.
🔗 See detailed guide: Adding Comments
Step 5 – Update Ticket Status
Do not leave a ticket in In Progress once you’ve taken an action.
Mostly Commonly used statuses to use:
Waiting on Requestor → you’re waiting for more info or confirmation from submitter.
Resolved → issue has been fixed. (Issue Type, Assets, and Actions will need to be completed first, before you can resolve the ticket)
On Hold → paused due to outside factors (e.g., vendor support needed etc).
If you leave the ticket in the “Waiting on Requestor” status follow ups will be sent automatically and if no response is received the ticket will close.
🔗 See detailed guide: Managing Ticket Status
Step 6 – Add Action Items
Before resolving, you must add Action items to document what you did.
Example: “Other - Reinstalled printer driver – – 15 minutes.”
You can search for an action to see if it is available or there are suggest actions that will populate.
If you’re not able to find a specific action you can use the “Other” action or “Provided Training & Support” and notate what was done.
Always include the time spent on the task.
You can alter the visibility of the action items by selecting or deselecting Visible to Requestor.
🔗 See detailed guide: Adding Action Items
Step 7 – Resolve the Ticket
Double-check:
Correct Submitted By or On behalf of Users and Location.
Issue type has been confirmed or updated.
Comments and action items are logged.
Change the status to Resolved.
The requestor will be notified and the system will close the loop.
As you can see the required actions (indicated with a red asterisk) were completed so now we’re able to mark the ticket Resolved.
🔗 See detailed guide: Resolving a Ticket
Still have questions? Visit the Additional Help section for further assistance.