Challenges with assist desk tickets
Issues don’t at all times go as deliberate on your workers, particularly distant staff. They could not have the ability to login to their accounts, have forgotten their password, are unable to entry an utility or are going through 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 finished because the 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 typically take hours or days, these workers 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, akin to IT modernization initiatives. This turns into not solely burdensome to a corporation but in addition costly.
How one can cut back assist desk tickets
One approach to cut back assist desk tickets is to implement know-how options that make entry simple for finish customers. Think about a distant employee who wants information 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 will get to work. That appears simple, however there’s loads occurring 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 Non-public Community (VPN) or not. If that individual doesn’t begin their VPN shopper, they usually attempt to entry an utility that requires a VPN, they are going to get an error however not essentially know why they received that error. This prompts extra assist desk tickets.
Utility 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 a substitute, Safe Entry robotically determines, behind the scenes, tips on how to securely join the person to the applying. 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 akin to older, legacy purposes.
This helps organizations enhance their safety posture by lowering reliance on the VPN and comply with the precept of least-privilege entry, all whereas enhancing the tip person expertise. Finally, finish customers have no idea (or care) what protocols an utility makes use of, they only wish to get to work. And by enhancing the person 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 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 person utility entry, together with endpoint, community and utility efficiency. This allows IT to cut back their meantime to resolve and will get customers again to work shortly.
Identification 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 machine is just not compliant with the group’s coverage and their login is blocked, their identification answer 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 machine (ought to this machine entry this utility?) and test the well being of the machine (does the machine meet the necessities to entry this utility?). If the reply to both query is “no,” Duo provides clear instructions to inform a person tips on how to 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 machine insurance policies, they will comply with the instructions and get again to work.
Affect of Person Safety Suite instruments
Prospects who’re utilizing Cisco’s Person Safety Suite instruments have seen the constructive affect 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 achieve 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 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.
Total, assist desk tickets are an essential instrument to allow organizations to function. However if you happen to make entry easy for customers, they might help themselves. That maximizes your IT staff’s time, will increase your workers’ productiveness, and saves your group cash. To study extra, speak to a Person Safety Suite knowledgeable right this moment.
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