Challenges with assist desk tickets
Issues don’t all the time go as deliberate on your workers, particularly distant staff. They could not be capable to login to their accounts, have forgotten their password, are unable to entry an utility or are dealing with connectivity points.
Whereas there are lots of advantages of assist desk tickets, there are additionally hidden prices. When tickets begin to pile up, as they’ve performed for the reason that rise of distant work, meaning a excessive quantity of tickets to handle, lengthy wait occasions and sluggish decision time. If a employee can’t entry an utility 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 crew is spending all day placing out fires and answering tickets, they’ve restricted skill to make progress on strategic initiatives, equivalent to IT modernization initiatives. This turns into not solely burdensome to a company but additionally costly.
cut back assist desk tickets
One approach to cut back assist desk tickets is to implement expertise 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 utility after which they must login earlier than they’ll get to work. That appears straightforward, however there’s quite a bit happening to be sure 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 Non-public Community (VPN) or not. If that individual doesn’t begin their VPN shopper, and so they attempt to entry an utility that requires a VPN, they’ll get an error however not essentially know why they acquired that error. This prompts extra assist desk tickets.
Software Entry
When accessing purposes with Cisco’s Safe Entry answer, distant staff not must guess whether or not they should flip their VPN on. As an alternative, Safe Entry robotically determines, behind the scenes, learn how to securely join the consumer to the appliance. Safe Entry makes use of Zero Belief Community Entry (ZTNA) for contemporary utility connections and VPN-as-a-Service for purposes that aren’t suitable with ZTNA equivalent to 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 tip consumer expertise. Finally, finish customers have no idea (or care) what protocols an utility makes use of, they only need to get to work. And by enhancing the consumer expertise for distant entry, this proactively reduces the creation of assist desk tickets.
Nonetheless, generally assist desk tickets are inevitable if customers are unable to connect with an utility 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 screens well being and efficiency of consumer utility entry, together with endpoint, community and utility 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 appliance 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 id answer may merely state, “You can not entry this proper now,” with none extra rationalization.
On the login second, Cisco Duo is ready to verify the standing of the system (ought to this system entry this utility?) and verify the well being of the system (does the system meet the necessities to entry this utility?). If the reply to both query is “no,” Duo offers clear instructions to inform a consumer learn how to remediate the difficulty, 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’ll observe the instructions and get again to work.
Affect of Consumer Safety Suite instruments
Clients who’re utilizing Cisco’s Consumer Safety Suite instruments have seen the constructive impression of lowering assist desk tickets, and the burden on the IT crew. 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 not confronted with an error for forgetting to activate their VPN. After which didn’t have to achieve out to the IT crew 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 thirty days, 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 necessary instrument to allow organizations to function. However when you make entry easy for customers, they might help themselves. That maximizes your IT crew’s time, will increase your workers’ productiveness, and saves your group cash. To be taught extra, discuss to a Consumer Safety Suite skilled right this moment.
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