Initial insights show average ticket resolution time reduced from 5 days to 1 day.

K–12 technology leaders can now accelerate support across their district, gain actionable insights, and resolve help desk tickets up to 30% faster with the new AI capabilities in iiQ Ticketing, the leading help desk software from Incident IQ. Initial results show average ticket resolution times reduced from 5 days to 1, dramatically expanding the capacity of district IT teams.

Purpose-built for the realities of K–12 IT, the AI Ticket Assistant in iiQ Ticketing helps districts manage rising ticket volumes, limited staffing, and growing reliance on classroom technology. Teachers submit issues in plain language, and the AI Ticket Assistant automatically captures critical details, classifies requests, prioritizes urgency, and routes tickets to the right team. By automating these repetitive tasks, IT teams can scale support without adding headcount and focus on higher-value initiatives.

“AI Ticket Assistant is designed to elevate, not replace, the work of K–12 IT teams,” said Incident IQ CEO R.T. Collins. “Teachers need to submit tickets quickly to keep classrooms running, and techs need the details to resolve them. With AI Ticket Assistant’s intelligent issue classification, routing, and knowledge delivery, schools and districts can protect instructional time by reducing repetitive tasks and resolving issues faster — without compromising data security or trust.”

With the same rigorous, K–12-specific governance that defines all Incident IQ products, AI Ticket Assistant operates natively within the iiQ platform. District data is never used to train an LLM, and is designed to support the organization’s compliance obligations under FERPA and other applicable federal and state law.

AI Ticket Assistant also surfaces patterns in requests and recurring issues, giving IT leaders a clearer picture of technology performance and resource demand across schools and empowering them to make smarter, data-driven decisions.

“AI Ticket Assistant turns everyday support interactions into momentum for districts,” said Marcia Natal, VP of Product at Incident IQ. “By capturing better information upfront, reducing back-and-forth to gather details, and recommending relevant solutions, we’re helping IT teams resolve issues faster, scale their impact, and keep teachers focused on teaching — not troubleshooting.”

Designed exclusively for K–12, Incident IQ’s AI capabilities are embedded directly into existing workflows — connecting tickets, users, and assets to create a more reliable, intuitive support experience that strengthens daily operations and long-term district planning.

Explore Incident IQ’s K–12 workflow management solutions at incidentiq.com.

About Incident IQ

Incident IQ is the leading workflow management platform built exclusively for K-12 schools, providing district leaders with visibility and efficiency across administrative teams. Trusted by over 2,000 districts, Incident IQ powers mission-critical services for more than 14 million students and educators nationwide. By connecting technology and operational workflows, Incident IQ enables schools to streamline processes, reduce administrative burdens, and focus on what matters most: supporting students.

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