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El Monte Union High School District

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  3. Tech Support Requests

Tech Support Requests

Tech Support Requests Through Incident IQ

EMUHSD’s Information Services department utilizes an exciting new technology support tracking system called Incident IQ to submit & manage all of its staff requests. Please use the links provided below to submit your request for help. Your district Google account is required to log in to the system. If you have an emergency technology request and your local technology support staff is unavailable, please do not hesitate to call the Help Desk at x4357 (HELP) or email the district helpdesk.

  • Why IncidentIQ? Here's What's New and Improved:

    • Enhanced Workflow & Efficiency: IncidentIQ provides a more intuitive and user-friendly interface for submitting support tickets. This means less time spent figuring out how to report an issue and more time focusing on your work. The system is built to route your requests directly to the right technician, minimizing delays.
    • Improved Accountability: With IncidentIQ, you'll have greater visibility into the status of your technology requests. You'll receive automated updates as your ticket progresses, from submission to resolution. This enhanced transparency will ensure clear communication and accountability from our technology support team.
    • Device Inventory: Desktop and mobile devices will be linked to staff members to expedite the repair process and provide the assigned technician with crucial details about the device history. 
    • Faster Resolution Times: The optimized workflow and dedicated routing within IncidentIQ will help our technicians respond to and resolve your technology issues more quickly. This means less downtime for you and smoother operations across the district.
    • Centralized Knowledge Base (Coming Soon!): IncidentIQ also offers the potential for a robust knowledge base where we can provide self-help resources, FAQs, and common troubleshooting tips. This will empower you to find solutions to minor issues independently, further speeding up resolution times.

    We believe IncidentIQ will be a valuable tool in ensuring you have the technology support you need to succeed. We encourage you to explore the new platform for any future technology support needs. You can alternatively click the link from our website’s top right corner under “Staff Links” and select the Tech Support option. 

How to Submit & Track Requests within Incident IQ

1. Access the Incident IQ system:incidentiq.com

  • District/School Website: In the top right corner of the website, click “Staff Links” and then the Tech Support option.
  • Direct URL: You can access the district’s Incident IQ system directly with this link: https://emuhsd.incidentiq.com 
    Access Incident IQ Here  

2. Sign in:

  • Log in to the system utilizing your district Google credentials (Google SSO button). 

3. Create a new ticket:

  • Click the "New Ticket" button: This is located in the top left corner of the page navigation
  • Select the appropriate ticket type: Choose from categories like hardware, software, network, or specific applications. 
  • Provide details: Include a clear description of the problem, the affected device (if applicable), and any relevant information like error messages or specific locations. 
  • Attach files (optional): You can add screenshots or other supporting documents that will help the technician assigned to resolve the ticket faster. 

4. Submit the ticket:

Review the information and then submit the ticket. You’ll receive an email notification to confirm the submission with a link to the ticket directly.

5. Track your ticket:

You should be able to see your submitted ticket in your dashboard and track its progress. You can come back and edit details, add screenshots/additional details, as well as close out the ticket if the issue becomes resolved at any time.  

If this is an important issue, it's also advisable to contact your site technician once the ticket has been submitted. If you feel that the ticket is taking too long to resolve, please contact the district helpdesk (x4357) directly.

A screenshot of an IT support request form with various fields to fill out.