Challenges with assist desk tickets
Issues don’t all the time go as deliberate to your staff, particularly distant employees. They might not have the ability to login to their accounts, have forgotten their password, are unable to entry an software or are going through connectivity points.
Whereas there are a lot of 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, which means a excessive quantity of tickets to deal with, lengthy wait instances 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 generally take hours or days, these staff 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 potential to make progress on strategic initiatives, akin to IT modernization tasks. This turns into not solely burdensome to a company but in addition costly.
The right way to cut back assist desk tickets
One strategy to cut back assist desk tickets is to implement expertise options that make entry simple 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’ll get to work. That appears simple, however there’s loads happening to ensure 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 consumer, they usually 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 an alternative, Safe Entry robotically determines, behind the scenes, methods to 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 purposes that aren’t appropriate with ZTNA akin to older, legacy purposes.
This helps organizations enhance their safety posture by reducing reliance on the VPN and comply with the precept of least-privilege entry, all whereas enhancing the tip person expertise. In the end, finish customers have no idea (or care) what protocols an software makes use of, they simply wish to get to work. And by enhancing 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 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 person 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 rapidly.
Id Safety
As soon as a person 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 isn’t 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 rationalization.
On the login second, Cisco Duo is ready to verify the standing of the system (ought to this system entry this software?) and verify 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 provides clear instructions to inform a person methods to remediate the problem, to allow them to remedy the issue themselves with no assist desk ticket. Since most customers have no idea (or care) about system insurance policies, they’ll comply with the instructions and get again to work.
Influence of Consumer Safety Suite instruments
Clients who’re utilizing Cisco’s Consumer Safety Suite instruments have seen the optimistic affect of decreasing assist desk tickets, and the burden on the IT crew. 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 in a position to seamlessly entry their purposes, customers have been now 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 software to allow organizations to function. However should you make entry easy for customers, they will help themselves. That maximizes your IT crew’s time, will increase your staff’ productiveness, and saves your group cash. To study extra, speak to a Consumer Safety Suite skilled at the moment.
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