Challenges with assist desk tickets
Issues don’t all the time go as deliberate on your workers, particularly distant staff. They might not be capable to login to their accounts, have forgotten their password, are unable to entry an software or are dealing with connectivity points.
Whereas there are numerous advantages of assist desk tickets, there are additionally hidden prices. When tickets begin to pile up, as they’ve completed because the rise of distant work, which means a excessive quantity of tickets to deal with, lengthy wait instances 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 might generally take hours or days, these workers face frustration and friction.
On the opposite finish, if the IT group is spending all day placing out fires and answering tickets, they’ve restricted capacity to make progress on strategic initiatives, similar to IT modernization initiatives. This turns into not solely burdensome to a company but additionally costly.
How one can cut back assist desk tickets
One technique to cut back assist desk tickets is to implement know-how options that make entry straightforward for finish customers. Contemplate a distant employee who wants knowledge from their group’s Buyer Relationship Administration (CRM) software program to do their job. First, they should entry that software after which they should login earlier than they’ll get to work. That appears straightforward, however there’s quite a bit happening to guarantee 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 Personal Community (VPN) or not. If that particular person doesn’t begin their VPN consumer, they usually attempt to entry an software that requires a VPN, they’ll get an error however not essentially know why they bought that error. This prompts extra assist desk tickets.
Utility Entry
When accessing functions with Cisco’s Safe Entry resolution, distant staff not should guess whether or not they should flip their VPN on. As an alternative, Safe Entry mechanically determines, behind the scenes, how one can securely join the person to the applying. Safe Entry makes use of Zero Belief Community Entry (ZTNA) for contemporary software connections and VPN-as-a-Service for functions that aren’t suitable with ZTNA similar to older, legacy functions.
This helps organizations enhance their safety posture by reducing reliance on the VPN and observe the precept of least-privilege entry, all whereas bettering the top person expertise. In the end, finish customers have no idea (or care) what protocols an software makes use of, they only wish to get to work. And by bettering the person expertise for distant entry, this proactively reduces the creation of assist desk tickets.
Nevertheless, generally 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 person software entry, together with endpoint, community and software efficiency. This allows IT to cut back their meantime to resolve and will get customers again to work rapidly.
Id Safety
As soon as a person makes it to the applying and the webpage has loaded, then they should 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 machine shouldn’t be 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 extra rationalization.
On the login second, Cisco Duo is ready to examine the standing of the machine (ought to this machine entry this software?) and examine the well being of the machine (does the machine meet the necessities to entry this software?). If the reply to both query is “no,” Duo offers clear instructions to inform a person how one can remediate the problem, to allow them to clear up the issue themselves with no assist desk ticket. Since most customers have no idea (or care) about machine insurance policies, they’ll observe the instructions and get again to work.
Influence of Person Safety Suite instruments
Clients who’re utilizing Cisco’s Person Safety Suite instruments have seen the optimistic impression of decreasing assist desk tickets, and the burden on the IT group. Cisco buyer and actual property funding firm, Artis REIT, lately started deployment of Safe Entry throughout their group and noticed, “an over 50% discount in VPN-related assist desk tickets.” Since customers have been capable of seamlessly entry their functions, customers have been not confronted with an error for forgetting to activate their VPN. After which didn’t have to achieve out to the IT group for assist.
Inside Cisco, we use our personal Person 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 monthly, which is estimated to save lots of $500,000 yearly in IT assist desk prices and save $3.4 million in worker productiveness prices.
General, assist desk tickets are an vital software to allow organizations to function. However in case you make entry easy for customers, they may help themselves. That maximizes your IT group’s time, will increase your workers’ productiveness, and saves your group cash. To be taught extra, discuss to a Person Safety Suite knowledgeable as we speak.
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