Challenges with assist desk tickets
Issues don’t at all times go as deliberate on your workers, particularly distant staff. They might not be capable of 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 achieved for the reason that rise of distant work, meaning a excessive quantity of tickets to deal with, lengthy wait instances 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 crew is spending all day placing out fires and answering tickets, they’ve restricted means 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 way to cut back assist desk tickets
One method to cut back assist desk tickets is to implement expertise options that make entry straightforward for finish customers. Contemplate a distant employee who wants knowledge from their group’s Buyer Relationship Administration (CRM) software program to do their job. First, they need to entry that utility after which they need to login earlier than they’ll get to work. That appears straightforward, however there’s rather a lot occurring to ensure 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 Personal Community (VPN) or not. If that particular person doesn’t begin their VPN consumer, they usually 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.
Utility Entry
When accessing purposes with Cisco’s Safe Entry resolution, distant staff now not need to guess whether or not they should flip their VPN on. As an alternative, Safe Entry mechanically determines, behind the scenes, find out how to securely join the person 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 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 bettering 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 bettering the person expertise for distant entry, this proactively reduces the creation of assist desk tickets.
Nonetheless, typically 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 displays well being and efficiency of person 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 person makes it to the appliance and the webpage has loaded, then they need to 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 just isn’t compliant with the group’s coverage and their login is blocked, their id 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 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 person find out how 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
Prospects who’re utilizing Cisco’s Consumer Safety Suite instruments have seen the optimistic influence 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 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 succeed in 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.
Total, assist desk tickets are an essential instrument to allow organizations to function. However if you happen to make entry easy for customers, they will 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 knowledgeable as we speak.
We’d love to listen to what you suppose. Ask a Query, Remark Under, and Keep Linked with Cisco Safe on social!
Cisco Safety Social Channels
Share:
