Challenges with assist desk tickets
Issues don’t all the time go as deliberate to your staff, particularly distant staff. They might 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 executed for the reason that rise of distant work, which means 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 staff 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 means to make progress on strategic initiatives, similar to IT modernization tasks. This turns into not solely burdensome to a corporation but additionally costly.
How one can scale back assist desk tickets
One approach to scale 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 should entry that utility after which they should login earlier than they’ll get to work. That appears straightforward, however there’s lots happening to make it possible for 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 particular person doesn’t begin their VPN shopper, and so they attempt to entry an utility that requires a VPN, they may get an error however not essentially know why they obtained that error. This prompts extra assist desk tickets.
Software Entry
When accessing purposes with Cisco’s Safe Entry answer, distant staff now not should guess whether or not they should flip their VPN on. As an alternative, Safe Entry robotically determines, behind the scenes, easy methods 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 similar 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 bettering the top consumer 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 bettering the consumer 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 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 displays 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 shortly.
Identification Safety
As soon as a consumer makes it to the appliance 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 system isn’t compliant with the group’s coverage and their login is blocked, their id answer may merely state, “You can’t entry this proper now,” with none extra rationalization.
On the login second, Cisco Duo is ready to test the standing of the system (ought to this system entry this utility?) and test 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 easy methods 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 comply with the instructions and get again to work.
Impression of Person Safety Suite instruments
Prospects who’re utilizing Cisco’s Person Safety Suite instruments have seen the constructive impression of decreasing assist desk tickets, and the burden on the IT group. 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 capable of seamlessly entry their purposes, customers had been now 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 gadgets per 30 days, which is estimated to save lots of $500,000 yearly in IT assist desk prices and save $3.4 million in worker productiveness prices.
Total, assist desk tickets are an necessary instrument to allow organizations to function. However should you make entry easy for customers, they might help themselves. That maximizes your IT group’s time, will increase your staff’ productiveness, and saves your group cash. To study extra, speak to a Person Safety Suite professional right now.
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