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 and learning management systems 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 data and provides readily tailorable support ticket workflows. These features allowed Fayette staff members to create Infinite Campus and Blackboard help ticket workflows that empowered support specialists to resolve twice the amount of issues in just half the time it took using past systems.

"Our goal is to provide teachers and staff with the tools they need to get problems solved quickly. The faster support issues are resolved, the sooner educators can get back to their primary mission of teaching and facilitating learning," said R.T. Collins, Vice President and General Manager of Lexicon K-12.

Lexicon's partnership and collaboration with Fayette were key in making these innovations possible. "Lexicon K-12 keeps close relationships with their customers, and they are very responsive when it comes to making enhancements based on feedback we provide," said Sarah MacDonald, Fayette’s Information Systems Manager.