# Incident IQ Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Incident IQ the right K-12 solution for you? Explore 42 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/186247/Incident-IQ/reviews --- Incident IQ 4.6 (42) [View alternatives](https://www.capterra.com/p/186247/Incident-IQ/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Incident IQ Ease of use 4.5 Customer Service 4.5 ## Pros and Cons in Reviews Felicia B Business AnalystConsumer Services, 501 - 1,000 employeesUsed the software for: 6-12 months. “The customer support team has been the best as they are always available when we contact them to offer business leads.“ June 22, 2023 DM Daveed M InventoryEducation Management, 10,001+ employeesUsed the software for: Less than 6 months. “There are a few things that are not immediately user friendly, but with constant updates most of my complaints should be fixed.“ June 27, 2022 EJ Elliston J Systems Support TechnicianPrimary/Secondary Education, 51 - 200 employeesUsed the software for: 1-2 years. “It was easy to get started, even from ground zeroThe web interface is always improving and works well Asset search works well, and extends some google admin functionality by bringing multiple data points into one page.“ March 30, 2023 MW Matt W Senior Data Systems ManagerEducation Management, 501 - 1,000 employeesUsed the software for: Less than 6 months. “Finally, setting up issue categories, issue types, etc. is a bit confusing, and I really wish we could edit the 4 main categories to be something more intuitive for our users.“ November 24, 2020 SH Stephanie H Media SpecialistEducation Management, 10,001+ employeesUsed the software for: Less than 6 months. “The ability to manage, control, and track your assets makes this product priceless!“ June 24, 2022 Susan D Administrative ClerkRetail, 1,001 - 5,000 employeesUsed the software for: 6-12 months. “I have enjoyed y tie while working with Incident IQ with great and friendly user interface.“ July 18, 2022 ## Showing most helpful reviews Showing 1-25 of 42 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use James R. Marketing Specialist Marketing and Advertising Used the software for: 1-2 years ### "Critical database and document management platform" August 7, 2023 4.0 It keeps our team members updated on all organization matters. It provides effective information on performance and individual contribution of all the company employees. Pros This is the most reliable tool for employee database configurations and performance tracking. It has secure document governance tool that protects individual member information. The self-service portal saves time and cost of registration for new employees. Cons Incident IQ has not failed us since we deployed it. It has maintained substantial performance throughout. Review Source DW Daniel W. Technical Technician Education Management Used the software for: 1-2 years ### "IIQ for Ed" June 24, 2022 4.0 IIQ is wonderful for helping us track devices and tickets. It also helps us with our parts ordering since we can now add parts into the tickets as we use them, which greatly helps us keep our inventory up to date and stocked. Pros It's easy to use and I love the ability to track devices and keep pace with tickets. Being able to pick up a device and scan it to see where it is along the repair route is extremely helpful since we have a department where we share responsibilities for repairs and resets. Cons The app is the only piece that really needs improvement, it's not intuitive and won't give all the same information that the full desktop program will. Review Source EJ Elliston J. Systems Support Technician Primary/Secondary Education Used the software for: 1-2 years ### "A great option for School Districts of many sizes." March 30, 2023 4.0 Pros It was easy to get started, even from ground zeroThe web interface is always improving and works well Asset search works well, and extends some google admin functionality by bringing multiple data points into one page.User adoption was very high, most people figured it out without issue.They are very open to community feedback, and always are quick to respond there. Cons The mobile app is extremely buggy and barely functionsSome features seem to be built around an perfect world scenario.Slow to implement user feedbackSome updates have stripped away features in exchange of simplicity.Ticketing system for contacting support is confusing and easy to mix up with in-district tickets. Review Source Felicia B. Business Analyst Consumer Services Used the software for: 6-12 months ### "Ticketing and employee database management software" June 22, 2023 4.0 This application has reliable database that keeps data privately for each team member. Customer desk has enhanced effective service delivery and managed consumer satisfaction. The customer support team has been the best as they are always available when we contact them to offer business leads. Pros It enhances monitoring of workflows and ticketing in the entire supply chain ecosystem. Incident IQ provides data analytics from work processes and employee performance. It is easy to customize this application to accommodate employee data and performance tracking metrics. Cons The advanced automation options have not been implemented effectively based on the modern organization demands. Review Source Ajoob S. Engineer trainee Chemicals Used the software for: 6-12 months ### "Best management software for inventory and hr management." July 16, 2022 4.0 Pros The best about incident iq is its inventory management and tracking of tickets. We can easily understand the changes done to tickets. Easy to manage the workflow of the organization. Interface is user friendly which helps beginners to understand easily. Cons No issues. If we face any bugs, the customer support will help to solve the issue as soon as possible. Review Source Heather W. Data Analyst Information Technology and Services Used the software for: 6-12 months ### "The powerful ticket orchestration application" June 12, 2023 4.0 The tool has helped my team to collect efficient data from various department. It provides alerts when there are inefficiencies across the workflows infrastructure. It has promoted quick growth in all the company sectors. Pros Incident IQ controls the company help desk that promotes close customer relations. It enhances transparent workflows and close asset monitoring. It provides real-time insights on performance. Cons It is awesome product with positive performance record. Review Source SM Sahil M. software developer Computer Software Used the software for: 6-12 months ### "An Easy way to track all hardware items of the business" July 6, 2022 4.0 Overall working with Incident IQ has made our life easier. Now knowing everything about an asset is just a search away. We can easily track the status of the asset, and even know when the asset needs to be replaced by keeping a watch on the usage and other things. Pros IT asset management is a hard thing when the scale of operations is large. We faced a similar problem where we had to manage large number of assets, and using our inhouse applications and excels were not sufficient. That's when we switched to incident IQ, and tracking and managing our assets were pretty easy. Our team members could quickly find out which asset was tagged to whom, and how many free assets we had. Cons Inventory management is a little lagging. Though the application seems to update in realtime, sometimes the data is not saved, and then we have to look out for things that got missed. It happens very rarely, but its worth noting down, because it can happen at anytime, and important asset details might be lost forever. Review Source DR Doug R. Assistant Technology Coordinator Education Management Used the software for: 1-2 years ### "K-12 - 1:1 Program MUST HAVE!" June 28, 2022 5.0 IIQ has allowed the IT dept. to become more efficient. Pros IIQ has transformed the way we interact with users and manage devices. We started our 1:1 chromebook program a year before the pandemic and started with spreadsheets. After the first few years, we found several variations of spreadsheets and it was hard to figure out which was accurate. This has resolved that issue and we are able to hand off some responsibilities to other departments when it comes to handing out devices and having them assigned and labeled. Cons As a small school district, this software does take up a big chunk of our budget. We do understand the value it has, however, this is the largest line item in our budget. Reason for choosing Incident IQ GUI and mass deployment tools. Review Source Susan D. Administrative Clerk Retail Used the software for: 6-12 months ### "Powerful product for building great help desk center" July 18, 2022 4.0 I have enjoyed y tie while working with Incident IQ with great and friendly user interface. It has enhanced improved interactive sessions. The licensing terms are flexible and many small enterprise business can meet the set conditions. Pros It helps my team access all teams and project progress from one control platform. Creation of tickets for various business events is appropriately with Incident IQ. The customer support offers instant assistance when reached. Cons There is no difficulties experienced while working with this product. Review Source SH Stephanie H. Media Specialist Education Management Used the software for: Less than 6 months ### "A Wonderful Assistant!" June 24, 2022 5.0 It is easy to track my inventory with Incident IQ! It is user friendly and holds all information in a secure fashion. Pros The ability to manage, control, and track your assets makes this product priceless! It is easy to use and does a wonderful job maintaining a secure location for accountability of assets. Cons There is a feature that could be improved. When tracking the assets, if the asset is already checked in the item ID number does not clear and you must backspace every digit to delete the information rather than it clearing automatically. Review Source JH James H. Tech Education Management Used the software for: 6-12 months ### "Works well! " June 24, 2022 5.0 Pros It is really easy to use and manage. Works great for IT. We manage our assets and tickets. Cons Is there a way to force users to put in a ticket? lol Reason for choosing Incident IQ I have used School Dude it's expensive crap. Review Source LB Laurie B. Bookkeeper/Secretary Education Management Used the software for: 6-12 months ### "Helpful and Necessary" June 24, 2022 5.0 Pros Incident IQ is very helpful in getting issues resolved quickly. It is user friendly and allows individuals to resolve their problem effectively and efficiently. Cons I haven't found anything that I do not like about the software. If a specific issue is not listed, it is still easy to get help for the problem. Review Source GH Griffin H. Technology Help Desk Support Primary/Secondary Education Used the software for: Less than 6 months ### "Transition to IIQ" June 24, 2022 4.0 Pros It's nice to be able to quickly find open tickets assigned to you. Cons It is inconvenient to not be able to edit the ticket description once it is submitted. The comments cannot always be easily seen by techs in the field running tickets. Review Source MW Michelle W. Manager Primary/Secondary Education Used the software for: Less than 6 months ### "Review" June 25, 2022 4.0 Loving ot Pros Easy to use! Getting use to how it works Cons Just getting use to using this software and navigating on how to use it Review Source Rick P. Assistant Technology Director Education Management Used the software for: 2+ years ### "Good product but very unresponsive to customer feedback" March 9, 2026 4.0 The product is overall quite good, aside from the inability to search our thousands of past support tickets. The company executives seem to have their own agenda and do not listen to the basic, everyday needs of their customers. I once managed to get a promise from them to prioritize a fix to the search tool, but then they changed their priorities without informing us. They are now two months beyond their promised release date, and they have not provided any hope of when it will be worked on, despite me asking. Pros The user interface for technicians is very easy to use, and it has a good way for us to document the work we have completed, who did it and when. The integration of the asset database with the ticketing system is very helpful. Cons It lacks a useable method for finding old tickets. It is possible to use their "filter" feature to narrow things down somewhat, but the problem description field cannot be used, which is where the relevant data in a tickets is usually located. Their "search" tool (separate from the filter tool) is not smart at all. You can only enter a word or text string, no date, location, etc. The results come up in random order, so you can't even look through the long list of irrelevant results by date or building, etc. We, along with others, have brought this to the attention of Incident IQ, but they seem to have their own agenda and do not listen to the basic, everyday needs of their users. Review Source JR Jacob R. Services Information Technology and Services Used the software for: Less than 6 months ### "IIQ is saving us time and money. " October 1, 2024 5.0 It has been incredible. The overall product is wonderful. It has saved so much time with our team since using it. It is super simple to use. Pros Ease of use. Super simple to set up for the organization. Streamlined interface. Ease of importing users and inventory into the system. Customer support. Cons I have not found a single thing that I do not like about this product since using it. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Cost and not happy with the structure of the product. Review Source MB Matt B. CTO Education Management Used the software for: 1-2 years ### "Ongoing updates--in a good way!" June 25, 2022 5.0 Overall it's a fantastic product with a wonderful team of devs. Highly recommend to any K-12 district team. Pros IIq is a fantastic baseline for our tech department--keeps workflows in order and gives a great, high-level dashboard. It integrates with everything, or it's on the roadmap. Which in this case usually means within a quarter. They are forever adding USEFUL features-- not buttons for the sake of buttons, but stuff we often say "oh hey, i hadn't thought of that but I'll for sure use it!" Cons There's a lot to process on the agent side--comment button isn't the most logical spot, requires a number of steps that seem like busywork. Overall it's good logging but it's troubling that some things can't be required and others can't be ignored. Alternatives considered [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[GoDaddy Website Builder](https://www.capterra.com/p/182500/GoDaddy-Website-Builder/) Reason for choosing Incident IQ more education-focused than others, better developed for what do day to day without all the sox type tools Switched from [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Solarwinds123..and iiq was just that much better. Review Source MW Matt W. Senior Data Systems Manager Education Management Used the software for: Less than 6 months ### "Review for IncidentIQ" November 24, 2020 4.0 Overall, this is a good system and I am happy with it. If they were to fix some of the items I mentioned above, I would really love this system. Pros I have really liked several features in IncidentIQ. I love the reporting/analytics, and the fact that I can tap into the API to pull out even more data. I like the ticket management window and find it intuitive and easy to use, and I love the ability to create my own ticket filters and add them to my dashboard. I also love the built-in remote ticket support, the ability to tie tickets to specific devices, locations, and users with a single click, and the system status dashboard. Another thing that has been very nice is the integration with Google (for account management and authentication), and JAMF and Google Admin (for asset/inventory management). Cons This is a very good ticketing system, and they are OH SO CLOSE to being really great. There are just a few little things that they didn't get quite right, and some of them make me scratch my head a little. For instance, the Knowledge Base would be super useful, but the text editor is pretty pathetic. In today's world, adding a true rich-text editor that can be used to create the knowledge base articles should be a no-brainer. Also, I wish we could add external email recipients when we comment on a ticket, and that when we attach a file to a comment, the attachment would be included in the email, rather than the person having to login to IncidentIQ to see the attachment. Another thing that I long for in this system is a way to clearly see when someone has added a new comment to a ticket. Currently, there is no indicator of any kind that a comment has been added. You just have to keep opening the ticket again and again to see if the requester has responded. Finally, setting up issue categories, issue types, etc. is a bit confusing, and I really wish we could edit the 4 main categories to be something more intuitive for our users. Most users have no clue what "Provisioning" is, for example. Switched from [Freshservice](https://www.capterra.com/p/132997/Freshservice/) The thing that started us looking was we needed better reporting/analytics, and to get the kind of reporting/analytics we needed in FreshService would have cost us a lot of money. Once we started looking, we liked several of the features offered by IncidentIQ, as I mentioned above. Review Source JL Jack L. Technology Director Primary/Secondary Education Used the software for: 6-12 months ### "Incident IQ is great!" June 26, 2022 4.0 Overall the system has been great! It's easy to use but also provided the level of detail that we need to manage everything from our help desk to our inventory. Pros Implementing Incident IQ has simplified the management of our school technology. The help desk seems simple to use but has some powerful tools that make the process of responding quickly to help request easy. The asset and inventory system has simplified assigning and tracking device use along with any associated issues related to that device or user. Cons The biggest issue we have with Incident IQ is how it handles lable printing. At this time Incident IQ only supports printing labels from a thermal printer. We would like to see it start supporting printing from more sources like Avery labels. Alternatives considered [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Incident IQ Incident IQ was built specifically for schools and the asset and inventory management on top of the help desk software was what we were looking for. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) The system did not provide the level of detail we wanted and we could never get any of the customization options to work correctly for us. Review Source SG Stephanie G. IT Operations Manager Education Management Used the software for: 2+ years ### "Incident IQ =Efficiency " June 27, 2022 5.0 I can't say enough good things about this system! Pros \- The rules in the ticket system saves us a lot of time. I am all about efficiency since we do not have the staff to fulfill all of the duties this helps us tremendously. When our site point of contacts enter tickets the rules allow more efficiency to route to the proper team. This helps better organization of tickets. - Reports are a plus for us. There are many reports we can run. Without reports we can't determine needs in our system -Asset tracking is another plus! The system is built for different roles to update their assets. We have a dedicated person at each of our sites for inventory and this has made it much for efficient. -Having the ticket assigned to an asset is an awesome way for us to keep track of student & staff damages, etc. We love the new fee feature that is assigned to users. -Ticketing roles better assist us with our point of contacts at each site. They are able to enter tickets and then route them to us. Having the ability for our teachers to enter tickets and then route to our site point of contacts has helped in many ways. -Knowledge Base has helped us store instructions and other docs for our users. -Support is awesome! Cons We don't have any cons about this system. When we like to have something added or feature request, we just enter our submission and a lot of times IQ is updated within a few months of the submission. Alternatives considered [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)[Web Help Desk](https://www.capterra.com/p/179421/Web-Help-Desk/)[osTicket](https://www.capterra.com/p/125118/osTicket/) Reason for choosing Incident IQ Incident IQ had more features, more organized , user friendly Review Source MD Matt D. Technology Support Specialist Education Management Used the software for: 1-2 years ### "Incident IQ solves a lot of problems gracefully" June 25, 2022 5.0 This software solves problems. When we need it, support is as responsive as any software I've ever used, and they've never made me feel dumb for missing something obvious. There's a lot of work getting it set up, but taking the time to get it right will leave you with an integral system. Pros The software combines a lot of solutions, and does it well. Asset management and ticketing in the same package make for a great combination. It integrates well with system we're already using and replaced quite a few of them at a better price. Cons Setup and implementation needs to be a more thoughtful process. Despite the introductory training, I was setting things up before I really understood what I was doing, and I'll occasionally see echos of some early mistakes even now. Alternatives considered [HappyFox Help Desk](https://www.capterra.com/p/83211/HappyFox/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Incident IQ It's Education focused. Everything else felt like trying to shoehorn our use-case into something that didn't quite fit. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Asset management and ticketing in one. Review Source DP Daniel P. Sys Admin Education Management Used the software for: 1-2 years ### "Love the product but needs polishing" July 12, 2022 4.0 Handling high volume of technology, tech transactions, and tech support requests. Great tools to generate reports. It has improved our workflows and given us much better visibility into our technology and its whereabouts. Pros It was a huge step from our previous system. App integrations, powerful filtering and reporting tools, and automation is what impressed me the most Cons Features were often buggy, notification system was overwhelming for users, tech support was not always able to solve issues. Alternatives considered [GetHelp](https://www.capterra.com/p/199603/GetHelp/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Incident IQ IIQ was a more modern system Switched from [TIPWeb-IT](https://www.capterra.com/p/199605/TIPWeb-IT/) IIQ was a more modern system Review Source VR Verified Reviewer Director Education Management Used the software for: 6-12 months ### "Still learning the system" November 23, 2020 5.0 The transition has been harder than we anticipated, but we are learning more about the system every day. Pros I run the IT team for a small school district, and we transitioned to this product because it incorporates the management of service requests and the inventory. It is much more user friendly with icons and inventory tied to users. Overall, this is the best system we have used so far. Cons The data reports are good, but it would be nice to have more robust data mining options and data exporting. The transition from our old inventory to this program was not as smooth and seamless as we were led to believe and some of the sync options have causes some issues with accurate inventory (it syncs from JAMF to iiQ, but not back). Switched from [Freshservice](https://www.capterra.com/p/132997/Freshservice/) We wanted a system that connected our inventory to our tickets. Review Source BC Brayan C. Analista de sistemas Information Technology and Services Used the software for: 6-12 months ### "Incident IQ no dudes en usarlo." December 27, 2022 5.0 en mi anterior trabajo lo implemente para llevar un control de todos los productos que veniamos en el loca. Pros Me ha servido mucho en diferentes areas laborales, tales como el area de activos ha servido para llevar el control de los implementos, maquinas y perifericos asignados a los agentes. Cons Hasta el momento ha funcionado perfectamente. Review Source JH Josh H. Project Technician Education Management Used the software for: 6-12 months ### "Great product!" July 12, 2022 5.0 Pros This system was pretty straight forward to setup and their knowledge base videos were a huge help when figuring out what all needed to be setup. We went from a spreadsheet inventory to all online and will never go back! Cons The linked assets feature is a little under developed in terms of checking in/out. We would love to be able to check accessory devices like chargers in/out with the device for easier tracking instead of having to scan both items. Switched from [Think Help Desk](https://www.capterra.com/p/122881/Think-Help-Desk/) Their system was super old and outdated missing lots of modern day integrations. Review Source Similar Products Featured