Challenges with assist desk tickets
Issues don’t all the time go as deliberate on your staff, particularly distant employees. They could not be capable of login to their accounts, have forgotten their password, are unable to entry an software or are dealing with 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 achieved because the rise of distant work, meaning a excessive quantity of tickets to deal with, lengthy wait occasions and gradual 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 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 capacity to make progress on strategic initiatives, reminiscent of IT modernization tasks. This turns into not solely burdensome to a company but additionally costly.
cut back assist desk tickets
One option to cut back assist desk tickets is to implement know-how options that make entry straightforward for finish customers. Think about a distant employee who wants knowledge from their group’s Buyer Relationship Administration (CRM) software program to do their job. First, they need to entry that software after which they need to login earlier than they’ll get to work. That appears straightforward, however there’s rather a lot happening to guarantee that entry is fast, seamless and safe.
Since it is a distant employee, the primary problem they must overcome is whether or not they want a Digital Personal Community (VPN) or not. If that individual doesn’t begin their VPN shopper, they usually attempt to entry an software that requires a VPN, they are going to get an error however not essentially know why they bought that error. This prompts extra assist desk tickets.
Software Entry
When accessing purposes with Cisco’s Safe Entry answer, distant employees not need to guess whether or not they should flip their VPN on. As an alternative, Safe Entry robotically determines, behind the scenes, the way to securely join the consumer to the appliance. 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 lowering reliance on the VPN and observe the precept of least-privilege entry, all whereas enhancing the top 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 connect with an software or the connection is gradual. 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 scale back their meantime to resolve and will get customers again to work shortly.
Identification Safety
As soon as a consumer makes it to the appliance and the webpage has loaded, then they need to 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 is just not compliant with the group’s coverage and their login is blocked, their identification answer would possibly merely state, “You can not entry this proper now,” with none further clarification.
On the login second, Cisco Duo is ready to verify the standing of the machine (ought to this machine entry this software?) and verify 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 provides clear instructions to inform a consumer the way to remediate the difficulty, to allow them to remedy 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.
Affect of Person Safety Suite instruments
Clients who’re utilizing Cisco’s Person Safety Suite instruments have seen the optimistic influence of lowering assist desk tickets, and the burden on the IT staff. Cisco buyer and actual property funding firm, Artis REIT, not too long ago 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 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 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 gadgets monthly, which is estimated to avoid wasting $500,000 yearly in IT assist desk prices and save $3.4 million in worker productiveness prices.
General, assist desk tickets are an vital instrument to allow organizations to function. However for those who make entry easy for customers, they will help themselves. That maximizes your IT staff’s time, will increase your staff’ productiveness, and saves your group cash. To be taught extra, discuss to a Person Safety Suite professional at this time.
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