Challenges with assist desk tickets
Issues don’t at all times go as deliberate to your workers, particularly distant staff. They could not be capable of login to their accounts, have forgotten their password, are unable to entry an utility 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 completed for the reason that 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 may 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 capacity to make progress on strategic initiatives, resembling IT modernization tasks. This turns into not solely burdensome to a corporation but in addition costly.
How one can scale back assist desk tickets
One technique to scale back assist desk tickets is to implement know-how options that make entry simple 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 must entry that utility after which they must login earlier than they will get to work. That appears simple, however there’s rather a lot 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 Personal Community (VPN) or not. If that individual 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 obtained that error. This prompts extra assist desk tickets.
Software Entry
When accessing functions with Cisco’s Safe Entry answer, distant staff now not must guess whether or not they should flip their VPN on. As a substitute, Safe Entry routinely determines, behind the scenes, learn 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 functions that aren’t suitable with ZTNA resembling 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 tip person expertise. In the end, finish customers have no idea (or care) what protocols an utility 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 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 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 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 may 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 offers clear instructions to inform a person learn how 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 machine insurance policies, they will comply with the instructions and get again to work.
Impression of Consumer Safety Suite instruments
Clients who’re utilizing Cisco’s Consumer Safety Suite instruments have seen the optimistic 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 have been in a position to seamlessly entry their functions, 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 staff 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 save lots of $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 staff’s time, will increase your workers’ productiveness, and saves your group cash. To be taught extra, discuss to a Consumer Safety Suite knowledgeable at the moment.
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