Fayette County Schools Quadruples Support Productivity Using Incident IQ™

I closed over 1,000 tickets in just two weeks [using Incident IQ] — it would’ve taken me a month to do half of that volume before, using our old system.

Keeping accurate records for thousands of students in a district is a constant challenge for any school system. In Fayette County, Georgia, student information systems (SIS) and learning management systems (LMS) specialists quadrupled their productivity using Incident IQ to effectively manage reporting and resolution of Blackboard and Infinite Campus help requests.

Incident IQ, from Lexicon K-12 Solutions, is the cloud-based help desk platform built for K-12 school systems that’s efficient for teachers, powerful for support teams and provides rich, relevant analytics for leaders. Districts of all sizes benefit from Incident IQ’s unification of help requests, asset management, user data, and knowledge sharing. Incident IQ’s desktop and mobile applications efficiently handle support workflows for hardware devices, software, online systems, and facilities management work requests.

“There is absolutely no question that Incident IQ has greatly increased my productivity,” said Peggy Dillie, Fayette’s Blackboard LMS specialist. “I closed over 1,000 tickets in just two weeks [using Incident IQ] — it would’ve taken me a month to do half of that volume before, using our old system.”

In the past, Fayette’s systems for help desk ticketing were cumbersome — linear forms with few customization options and poor search capabilities often led to support staff “spending a disproportionate amount of time just getting to the root of each submitted issue,” Dillie said.

Incident IQ’s integration with SIS and LMS platforms via the IMS Global OneRoster standard streamlines efficient sharing of required support…

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