To reduce service desk ticket is a high priority item for any one in business. Automation is one of the way to handle it. OEMs are also improving but still tickets are not going down. In this post we will understand how we reduced password reset tickets by utilizing our proactive remediation platform.

Windows 10 is great improvement over previous versions. There are many nifty features which saves you lot of time. One such feature is Storage sense which allows you to automatically frees up space based on rules.

But calls in your enterprise is not coming down. This might be because Windows 10 is improving but the applications and environment people are using is not. The most calls are due to applications and the way they are being used with other applications.

Did you wish to have a system where similar rules as Storage sense can be created. It could do what you define and you could see your call volumes coming.

Anakage proactive agent could be a perfect answer to that. Our remediation platform helps to resolve user issue even before he is aware. The actions can be run on user machine either silently or as reminder.  Below are some of the use cases we support –

Cleanup different folders

like temp, java, prefetch, recycle bin based on frequency or file size crossing a threshold. Select if you want to cleanup without user knowing it or he would get a reminder dialog where he can do it as per his convenience.

Collect critical information to decide next action

Detect if endpoint has latest anti virus, disk space, required patches, approved programs. After you get all the visibility take action like sending email or actions like remove/add needed components. You can also detect what is their important browser settings.

Run scripts remotely now you have found the reason

After you have found the reason and decided next set of actions, through our platform you can remotely run scripts, or any command through command line to fix the issue. You can again define whether it should run silently or with user confirmation. You can also schedule them to run at intervals.

Make user adhere to enterprise policies and rules

Most of the service desk tickets in a enterprise are due to users not following certain guidelines. For example – he has forgotten to reset password when it is needed, he has not registered/completed a mandatory training, he has not applied for his ID extension. The typical way to handle this in a company is send them mail at regular intervals. But employees do not act. His account gets locked and a ticket is generated. Use our remediation platform to show him reminders which does not go away once he acts on it.

How we reduced password reset tickets contributing around 40% of ticket volume using our proactive platform?

An organisation has password reset policy of 90 days. Before 15 days of password reset a notification would be shown to users regarding expiry of password. Most of the users would ignore it due to reasons like –

  1. They were in meeting. They would want to reset their password after meeting is over.
  2. They forget to do this if weekend is in between.
  3. They miss this if they were on leave.
  4. They miss this if they are travelling
  5. Various other reasons

Their account would get locked due to company policy. Since they cannot access the machines they would either call up the service desk or raise a ticket from colleague machine for password reset. The password reset process would take minimum 3-4 hours and they would be sitting idle. As a part of the process the employee would not get the password, rather his manager would get it. And he would convey to the person. Imagine the time lost and what if manager is also on leave.

When service desk analysts look up their call volumes they figured out that the password reset requests were largest contributor to ticket volumes.

The solution – Look at what automation can do for them

To reduce the ticket volume they looked at various automation solutions possible in this domain. There were many. They finally decided to implement a “Self Service Password Reset” portal which would support below process –

  1. Employee would need to register on this portal.
  2. The portal would ask 10 questions and allow employees to set their answers.
  3. After they set the needed question/answer pair they are done.
  4. Next time they forget their password or account is locked out they can login to this portal, provide answers to the questions asked.
  5. If successful they can provide the new password which they can use.

Everything looked good on paper.

But their ticket volume did not go down.

The reason – Employees were not registering on the Self service password reset portal.

They started reminding employees on emails but still user adoption was low and the ticket volumes were not going down due to two reasons – employees were still forgetting to reset their password and since they were not registered on Self Service password reset portal they could not reset the password themselves resulting in a ticket creation and loss of time.

How Anakage proactive remediation platform helped?

This is where our platform came in handy by following 2 approaches-

Approach 1 –  Force users to register on Self Service Password Registration Portal.

The organisation would get a list of users who has not registered on portal. They would import this data into admin dashboard of our proactive remediation platform. This ensured that our platform does not need deep integration to the enterprise systems. Then our application which is on user machine would start showing messages to users. Users can either act on the message and they would be directly taken to Password registration portal. Or if he is busy he can snooze the message. The next message would come irrespective of weekend/holidays. And at the last reminder we would force him to register by showing a blocking reminder. This is the time he has to act otherwise he cannot do his work.

This resulted in many new registrations. Now even when user forgets password or his account is locked they can go to this portal and reset it on their own.

Approach 2 – Detect when password is going to expire and show him reminders to reset it.

Reset can be through self service password reset portal or usual way of CTRL+ALT+Del and reset. The mechanism of snooze and reminders are same as earlier.

Both approaches combined saw significant reduction reduction in number of tickets and they implemented the same concept for other use cases also. We will discuss them in our coming blog posts.

We are seeing that endpoints are becoming stable as OEMs are getting better with each release but the tickets are not. Our remediation platform handles this scenario by multi pronged strategy to reduce tickets at source. Let IT team innovate.

Categories: Anakage for Support

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