Challenges with assist desk tickets
Challenges often arise unexpectedly for remote workers, especially when working outside of their usual routines. Customers may struggle to access their accounts due to login issues, forgotten passwords, difficulties entering software applications, or connectivity problems?
While assist desk tickets offer numerous benefits, they also harbor unseen costs. As remote work proliferates, a surplus of tickets has accumulated, resulting in an overwhelming volume to manage, protracted wait times, and sluggish resolution rates. When employees are unable to access software despite waiting, they’re hindered from performing their duties effectively. As they wait, often enduring delays that can stretch into hours or even days, these workers are forced to confront frustration and its accompanying emotional turmoil.
While IT teams may be consumed by resolving daily issues and responding to help requests, this focus can hinder their capacity to tackle strategic projects, such as IT modernization efforts. This becomes not only a burden, but also increasingly costly for a company.
Can we consolidate repetitive issues into a single solution?
One way to reduce the volume of assistance desk tickets is to offer self-service options that simplify access for end-users. What data can I access from our CRM system to effectively perform my tasks? Initially, users must enter the software and then log in before they can begin working efficiently. There are several factors that enable a smooth onboarding process, allowing for quick, hassle-free, and secure entry.
Since the remote worker may be physically disconnected from the office, their key challenge will be deciding whether to use a Digital Private Network (VPN). Without a functioning VPN client, users typically try to access an application that demands a VPN connection, only to encounter an error message without understanding the cause of the issue. The constant stream of prompts generates a surge in additional assistance requests, exacerbating the already overburdened support team’s workload.
Software Entry
When accessing cloud-based services or functions with an answer, distant staff no longer needs to wonder whether they should toggle their Virtual Private Network (VPN) on. Behind the scenes, Safe Entry seamlessly connects consumers with appliances by efficiently determining secure entry methods. Safe Entry leverages Zero Trust Network Access (ZTNA) for modern application connectivity and provides Virtual Private Network as a Service (VPNaaS) for functionalities that are not compatible with ZTNA, such as legacy systems.
Organizations can strengthen their safety stance by minimizing dependence on VPNs and adhering to the principle of least privilege access, thereby concurrently improving the overall end-user experience. At the end of the day, customers simply don’t care about the technical intricacies of how a software works; all they want is a seamless and efficient way to get their job done. By enhancing customer proficiency for remote access, this proactive approach effectively minimizes the generation of support desk inquiries.
Despite these common issues, assist desk tickets often arise when customers struggle to establish a connection to an application or experience slow connectivity. That’s where Safe Entry Digital Expertise Monitoring (DEM) is available.
The DEM performance is powered by Thousand Eyes and seamlessly integrated into the Safe Entry dashboard, providing real-time insights into the well-being and efficiency of consumer software entry, as well as endpoint, network, and software performance. This enables IT to reduce downtime and enables customers to quickly get back to work.
Id Safety
Upon reaching the appliance and webpage load, consumers must enter their login credentials – including username and password – and subsequently complete multi-factor authentication to gain access. This may be another opportunity for customers to seek assistance. If a user’s system doesn’t meet the group’s requirements or their login is temporarily restricted, they’ll receive a straightforward message stating “Access denied due to non-compliance” without further elaboration.
Upon login, the system is prepared to authenticate the authenticity of the user and confirm whether the system meets the prerequisites to access this software. When responding to both queries with a negative result, Duo offers actionable guidance to empower consumers to independently resolve the issue, eliminating the need for an assistance desk ticket and enhancing overall self-service capabilities. As most customers are unaware of system insurance policies or lack a genuine interest in them, they will readily follow instructions and resume their tasks without further inquiry.
The Consumer Safety Suite’s innovative instruments have left an indelible mark on the world of product testing and certification. Their cutting-edge technology has enabled unparalleled precision and accuracy in detecting potential hazards, empowering manufacturers to take proactive steps towards ensuring consumer safety. With each passing day, their instruments’ reputation for unwavering reliability grows, solidifying the suite’s position as a benchmark for industry excellence?
With clients leveraging Cisco’s Consumer Safety Suite tools, they’ve witnessed a significant reduction in support desk tickets, resulting in a substantial decrease in the workload for their IT teams. Cisco buyer and actual property funding firm recently initiated the deployment of Safe Entry across their organization, which led to a notable 50%+ reduction in VPN-related support tickets. As users were able to effortlessly access their applications, they no longer encountered errors due to forgotten VPN activation. After that, we no longer had to reach out to the IT team for assistance.
Within Cisco, we leverage our own consumer-grade safety tools to safeguard our clients. More than 100,000 customers rely on Cisco, which executes over 5.76 million wellness checks with ease. That customers successfully self-remediate approximately 86,000 units each month, thereby avoiding an estimated annual cost of $500,000 in IT assistance desk expenses and saving a significant $3.4 million in employee productivity costs.
Totally, assistance desk tickets serve as a vital tool for enabling organizations to operate efficiently. Why not provide straightforward access for customers, enabling them to self-serve with ease? By streamlining your IT operations, you can optimize the utilization of your team’s time, boost overall productivity, and ultimately reduce costs for your organization. To receive additional instruction, consult with your teacher now.
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