Challenges with assist desk tickets
Issues don’t all the time go as deliberate on your workers, particularly distant employees. They could not be capable to login to their accounts, have forgotten their password, are unable to entry an software or are dealing with 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 completed 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 software 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 means to make progress on strategic initiatives, comparable to IT modernization initiatives. This turns into not solely burdensome to a company but additionally costly.
Easy methods to scale back assist desk tickets
One solution to scale back assist desk tickets is to implement expertise options that make entry straightforward for finish customers. Take into account a distant employee who wants information from their group’s Buyer Relationship Administration (CRM) software program to do their job. First, they should entry that software 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 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 acquired that error. This prompts extra assist desk tickets.
Utility Entry
When accessing functions with Cisco’s Safe Entry resolution, distant employees not should guess whether or not they should flip their VPN on. As an alternative, Safe Entry mechanically determines, behind the scenes, how you can securely join the person to the appliance. Safe Entry makes use of Zero Belief Community Entry (ZTNA) for contemporary software connections and VPN-as-a-Service for functions that aren’t appropriate with ZTNA comparable to older, legacy functions.
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 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 bettering 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 software 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 software entry, together with endpoint, community and software efficiency. This allows IT to scale back their meantime to resolve and will get customers again to work rapidly.
Identification Safety
As soon as a person 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 gadget will not be compliant with the group’s coverage and their login is blocked, their id resolution would possibly merely state, “You can not entry this proper now,” with none extra rationalization.
On the login second, Cisco Duo is ready to examine the standing of the gadget (ought to this gadget entry this software?) and examine the well being of the gadget (does the gadget meet the necessities to entry this software?). If the reply to both query is “no,” Duo offers clear instructions to inform a person how you can 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 gadget insurance policies, they’ll comply with the instructions and get again to work.
Influence of Person Safety Suite instruments
Clients who’re utilizing Cisco’s Person Safety Suite instruments have seen the optimistic affect of decreasing 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 functions, 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 units per 30 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 essential device to allow organizations to function. However when you make entry easy for customers, they will help themselves. That maximizes your IT staff’s time, will increase your workers’ productiveness, and saves your group cash. To study extra, discuss to a Person Safety Suite skilled at present.
We’d love to listen to what you suppose. Ask a Query, Remark Beneath, and Keep Linked with Cisco Safe on social!
Cisco Safety Social Channels
Share: