Assist Desk Ticket Challenges
Issues do not at all times go as deliberate to your workers, particularly distant staff. They might not be capable to log into their accounts, have forgotten their password, can not entry an app, or are having connectivity points.
Whereas assist desk tickets have many advantages, there are additionally hidden prices. When tickets begin piling up, as they’ve for the reason that rise of distant work, meaning a excessive quantity of tickets to deal with, lengthy wait occasions, and a gradual decision time. If a employee can not entry an utility whereas ready, then they will be unable to do their job. Whereas ready, which might generally take hours or days, these workers face frustration and friction.
Then again, if the IT group spends all day placing out fires and responding to tickets, they’ve restricted means to advance strategic initiatives, resembling IT modernization initiatives. This isn’t solely burdensome for a corporation but in addition expensive.
Methods to scale back assist desk tickets
One approach to scale back assist desk tickets is to implement know-how options that make entry simpler for finish customers. Take into account a distant employee who wants knowledge from his group’s buyer relationship administration (CRM) software program to do his job. First, they need to entry that app after which they need to log in earlier than they will begin working. It sounds simple, however there are various issues to do to make sure entry is quick, seamless and safe.
As a distant employee, the primary problem you would need to overcome is whether or not you want a Digital Personal Community (VPN) or not. If that individual does not begin their VPN consumer and tries to entry an app that requires a VPN, they will get an error, however they will not essentially know why they received that error. This generates extra assist desk tickets.
Entry to the applying
When accessing functions with Cisco Safe Entry answer, distant staff now not need to guess whether or not they should activate their VPN. As a substitute, Safe Entry mechanically determines, behind the scenes, tips on how to securely join the person to the applying. Safe Entry makes use of Zero Belief Community Entry (ZTNA) for contemporary utility connections and VPN as a service for functions that don’t help ZTNA, resembling older legacy functions.
This helps organizations enhance their safety posture by lowering reliance on VPN and following the precept of least privilege entry, whereas bettering the end-user expertise. In the end, finish customers do not know (or care) what protocols an utility makes use of, they only wish to get to work. And by bettering the person expertise for distant entry, this proactively reduces assist desk ticket creation.
Nonetheless, generally assist desk points are unavoidable if customers can not hook up with an utility or the connection is gradual. That is the place Safe Entry Digital Expertise Monitoring (DEM) comes into play. Powered by Thousand Eyes and natively built-in into the Safe Entry dashboard, DEM performance displays the well being and efficiency of person utility entry, together with endpoint, community, and utility efficiency. This permits IT to cut back decision time and get customers again to work shortly.
Identification safety
As soon as a person enters the app and the online web page hundreds, they need to enter their credentials (username and password) and full multi-factor authentication to log in. This can be one other time when customers ask for assist. In case your machine does not adjust to organizational coverage and your login is blocked, your id answer may merely say, “You may’t entry this at the moment,” with none additional rationalization.
On the time of login, cisco duo is ready to test the standing of the machine (Ought to this machine entry this app?) and test the machine well being (Does the machine meet the necessities to entry this utility?). If the reply to any of the questions is “no”, Duo offers clear instructions to inform the person tips on how to repair the issue, to allow them to resolve it themselves without having to request a ticket from helpdesk. Since most customers do not know (or care about) machine insurance policies, they will observe the directions and get again to work.
Impression of Consumer Safety Suite instruments
Prospects utilizing Cisco Consumer Safety Suite instruments have seen the constructive influence of lowering assist desk tickets and burden on the IT group. Cisco consumer and actual property funding firm, ARTIS REITThey not too long ago started implementing Safe Entry throughout their group and noticed “a greater than 50% discount in VPN-related assist desk tickets.” Since customers might seamlessly entry their apps, they now not confronted an error for forgetting to activate their VPN. After which I did not need to ask the IT group for assist.
Inside Cisco, we use our personal Consumer Safety instruments to guard our customers. duo protects Greater than 100,000 customers at Cisco and performs 5.76 million well being checks. Cisco has discovered Customers self-remediate 86,000 gadgets per 30 days, which is estimated to save lots of $500,000 yearly in IT assist desk prices and save $3.4 million in worker productiveness prices.
Total, assist desk tickets are an vital instrument in enabling organizations to function. However in the event you simplify entry for customers, they may also help themselves. This maximizes your IT group’s time, will increase your workers’ productiveness, and saves your group cash. For extra data, speak to a Consumer Safety Suite Skilled at the moment.
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