Ever wished you could streamline your workflow in Incident IQ with just one click? Custom buttons can be the game-changer you need, letting you perform actions faster and more efficiently. Whether you’re managing tickets or automating common tasks, knowing how to create and use custom buttons can save valuable time.
In this article, you’ll discover what custom buttons are, why they matter, and step-by-step instructions to set them up and maximize their benefits.
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Understanding Custom Buttons in Incident IQ
Custom buttons in Incident IQ are a powerful feature that allows you to streamline your workflow, automate repetitive actions, and enhance your ticketing or asset management processes. While Incident IQ is packed with built-in tools for K–12 help desks and asset management, creating custom buttons can provide shortcuts to the exact functions your team needs, improving efficiency and user experience.
But how exactly do you implement a custom button in Incident IQ, and what are the best practices for getting the most out of this feature? Let’s break down what you need to know.
What Are Custom Buttons in Incident IQ?
Custom buttons are user-created shortcuts added to the Incident IQ interface. These buttons can trigger certain actions, such as updating ticket statuses, opening specific links, or automating common tasks. Their main purpose is to reduce manual steps, standardize processes, and make navigation easier for agents and end-users alike.
Custom buttons can be particularly helpful in situations like:
– Closing tickets with one click after a common issue is resolved.
– Launching asset management forms directly from a ticket or dashboard.
– Sending quick communications or follow-ups.
How Do You Create a Custom Button in Incident IQ?
While the exact steps may depend on your organization’s configuration and permissions, here’s an overview of the typical process:
1. Identify the Purpose for Your Custom Button
Start by determining what task or workflow you want to streamline:
– Do you want to automate ticket updates?
– Is there a form or dashboard accessed frequently?
– Are you linking to an external resource, like a district website?
2. Access the Customization or Admin Panel
Custom buttons are usually managed within the admin or customization section of Incident IQ:
– Log in with appropriate admin permissions.
– Navigate to settings or configuration areas, such as the ticket management section or asset dashboard.
3. Add a New Button
The process may involve:
– Selecting where the button will be displayed (e.g., ticket form, asset details, user profile).
– Naming the button: Pick a clear, action-oriented label.
– Defining the button’s action (e.g., run a workflow, update a field, redirect to a link).
4. Configure the Button’s Behavior
Based on your needs, you can:
– Set which fields or records the button will affect.
– Choose which users or roles will see/use the button.
– Define any automation, such as sending follow-ups or updating ticket statuses.
5. Test Thoroughly
After creating the button:
– Test it in a safe environment or with test tickets.
– Ensure that only intended actions take place.
– Train users on its purpose and usage.
Key Benefits of Using Custom Buttons
Adding custom buttons in Incident IQ goes beyond mere convenience. Here’s why they can be valuable for your district or organization:
- Efficiency: Fewer clicks and manual steps mean faster resolution times.
- Consistency: Automating actions ensures processes are carried out the same way every time.
- Error Reduction: Staff can avoid skipping important steps or making data entry mistakes.
- Personalization: Tailor the Incident IQ experience to suit unique workflows, such as specific approval chains or asset processes.
- Empowerment: Give help desk agents, admins, or teachers the tools to handle tickets and assets their way—without waiting for IT to make changes to the system.
Challenges and Considerations
While custom buttons are powerful, keep these challenges in mind:
- Permissions: Only certain users (usually admins) can create or manage custom buttons. Plan who will maintain these features.
- Over-customization: Too many buttons or overly complex workflows can clutter the interface and confuse users.
- Change Management: When adding or updating custom buttons, be sure to communicate changes to your team and provide training as needed.
- Testing: Always test new buttons to ensure they don’t unintentionally disrupt existing processes.
Best Practices for Managing Custom Buttons
For a smooth experience, consider these tips:
- Start Simple: Begin with buttons that address your most repetitive or impactful tasks.
- Prioritize Visibility: Place buttons where they’ll be most useful and visible for intended users.
- Document: Maintain clear documentation about each button’s purpose and affected workflows.
- Review Periodically: Remove buttons that are no longer relevant, and update existing ones as your workflows change.
- Solicit Feedback: Regularly ask end-users and staff if buttons are useful or if additional shortcuts are needed.
Integrating with Incident IQ’s Custom Fields and API
Custom buttons often work hand-in-hand with custom fields and, for advanced use cases, the Incident IQ API:
- Custom Fields: These allow you to collect or display additional information in tickets or assets, which can then be updated via custom buttons.
- API Use: For developers, buttons can trigger API operations to automate updates, integrate with other systems, or fetch real-time data.
Collaboration between admin users, IT staff, and even end-users is key for designing the most helpful automations.
Practical Examples of Custom Button Usage
- Assigning a technician with one click when a certain ticket type is created.
- Marking a lost asset as recovered without navigating multiple menus.
- Launching a district-level approval form for asset check-outs.
- Updating ticket custom fields based on user status (student, teacher, staff).
By mapping these workflows early, your buttons will be more meaningful and impactful.
Cost Considerations
Customizing your Incident IQ environment with buttons is typically included as part of the administrative features. However, consider these cost and efficiency tips:
- Implementation Time: The main resource is admin time, so prioritize based on labor-saving potential.
- Training: Reduce long-term costs by training staff once, documenting changes, and keeping the UI clear of confusing or obsolete buttons.
- API Use: If you develop deeper integrations using the API, ensure this falls within your subscription or support agreement to prevent unexpected costs.
Since buttons operate within the Incident IQ environment, there are no shipping or external costs unless tied to a broader IT initiative.
Summary
Custom buttons in Incident IQ can dramatically enhance help desk and asset workflows, empowering K–12 staff and admins to resolve issues quickly and reliably. With thoughtful implementation, good documentation, and ongoing review, your district or organization can tailor Incident IQ to fit unique processes and priorities—without overwhelming users with unnecessary complexity.
Frequently Asked Questions (FAQs)
How do I create a custom button in Incident IQ?
Start by accessing the admin or configuration section, determine where you’d like the button to appear, choose its action, and define which users can see and use it. Be sure to test the button before making it available to all users.
Who can manage or create custom buttons?
Typically, only users with admin or designated management permissions can create, edit, or remove custom buttons in Incident IQ.
Can custom buttons update ticket fields automatically?
Yes, custom buttons can be configured to update ticket fields, trigger status changes, or perform other actions to streamline ticket management and resolution.
What if I need to automate advanced workflows?
If your needs go beyond simple button actions, consider using the Incident IQ API to connect with external systems, automate updates, or build more complex workflows. IT teams or technically skilled users may be needed for API-based automations.
How do I ensure staff are using custom buttons correctly?
Communicate clearly about new buttons, provide concise training or documentation, and encourage user feedback. Regularly review usage and make updates to remove confusion and keep workflows efficient.
By strategically leveraging custom buttons in Incident IQ, you can make help desk and asset management more efficient, more user-friendly, and tailored to your district’s unique needs.