Challenges with assist desk tickets
Issues don’t all the time go as deliberate to your staff, particularly distant employees. They might not be capable of login to their accounts, have forgotten their password, are unable to entry an software or are going through connectivity points.
Whereas there are various advantages of assist desk tickets, there are additionally hidden prices. When tickets begin to pile up, as they’ve executed for the reason that rise of distant work, meaning a excessive quantity of tickets to deal with, lengthy wait occasions and sluggish decision time. If a employee can’t entry an software whereas they wait, then they’re unable to do their job. As they wait, which may typically take hours or days, these staff face frustration and friction.
On the opposite finish, if the IT staff is spending all day placing out fires and answering tickets, they’ve restricted potential to make progress on strategic initiatives, reminiscent of IT modernization tasks. This turns into not solely burdensome to a company but in addition costly.
The best way to scale back assist desk tickets
One strategy to scale back assist desk tickets is to implement know-how options that make entry straightforward for finish customers. Take into account a distant employee who wants knowledge from their group’s Buyer Relationship Administration (CRM) software program to do their job. First, they must entry that software after which they must login earlier than they will get to work. That appears straightforward, however there’s quite a bit happening to be sure that entry is fast, seamless and safe.
Since this can be a distant employee, the primary problem they must overcome is whether or not they want a Digital Non-public Community (VPN) or not. If that particular person doesn’t begin their VPN consumer, and so they attempt to entry an software that requires a VPN, they may get an error however not essentially know why they received that error. This prompts extra assist desk tickets.
Software Entry
When accessing purposes with Cisco’s Safe Entry resolution, distant employees now not must guess whether or not they should flip their VPN on. As a substitute, Safe Entry mechanically determines, behind the scenes, how you can securely join the consumer to the applying. Safe Entry makes use of Zero Belief Community Entry (ZTNA) for contemporary software connections and VPN-as-a-Service for purposes that aren’t suitable with ZTNA reminiscent of older, legacy purposes.
This helps organizations enhance their safety posture by reducing reliance on the VPN and observe the precept of least-privilege entry, all whereas enhancing the tip consumer expertise. Finally, finish customers have no idea (or care) what protocols an software makes use of, they simply need to get to work. And by enhancing the consumer expertise for distant entry, this proactively reduces the creation of assist desk tickets.
Nevertheless, typically assist desk tickets are inevitable if customers are unable to hook up with an software or the connection is sluggish. That’s the place Safe Entry Digital Expertise Monitoring (DEM) is available in. Powered by Thousand Eyes and natively built-in within the Safe Entry dashboard, the DEM performance displays well being and efficiency of consumer software entry, together with endpoint, community and software efficiency. This permits IT to cut back their meantime to resolve and will get customers again to work rapidly.
Id Safety
As soon as a consumer makes it to the applying and the webpage has loaded, then they must put of their credentials (username and password) and full multi-factor authentication to login. This may be one other second the place customers request assist. If their system is just not compliant with the group’s coverage and their login is blocked, their identification resolution would possibly merely state, “You can’t entry this proper now,” with none further clarification.
On the login second, Cisco Duo is ready to test the standing of the system (ought to this system entry this software?) and test the well being of the system (does the system meet the necessities to entry this software?). If the reply to both query is “no,” Duo offers clear instructions to inform a consumer how you can remediate the problem, to allow them to resolve the issue themselves with no assist desk ticket. Since most customers have no idea (or care) about system insurance policies, they will observe the instructions and get again to work.
Impression of Consumer Safety Suite instruments
Prospects who’re utilizing Cisco’s Consumer Safety Suite instruments have seen the optimistic influence of decreasing assist desk tickets, and the burden on the IT staff. Cisco buyer and actual property funding firm, Artis REIT, just lately started deployment of Safe Entry throughout their group and noticed, “an over 50% discount in VPN-related assist desk tickets.” Since customers had been in a position to seamlessly entry their purposes, customers had been now not confronted with an error for forgetting to activate their VPN. After which didn’t have to succeed in out to the IT staff for assist.
Inside Cisco, we use our personal Consumer Safety instruments to safe our customers. Duo protects over 100,000 customers at Cisco and performs 5.76 million well being checks. Cisco has discovered that customers self-remediate 86,000 units 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 essential software to allow organizations to function. However for those who make entry easy for customers, they may help themselves. That maximizes your IT staff’s time, will increase your staff’ productiveness, and saves your group cash. To be taught extra, speak to a Consumer Safety Suite skilled right this moment.
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