Reducing Service Ticket Volumes through Automated Password Reset Process

Someone has indeed said that the best customer support is the support that has never been provided. And if you are able to offer the same, then you must have seamless and flawless customer service across your organization.

But, we don’t live in a perfect world and there is always scope for improvement and opportunity to make things better than earlier. The same holds true for IT organizations.

IT organizations always strive to implement best practices for easy access to all the resources and stay ahead of the competition. Despite their constant effort, IT organizations are encumbered with a series of manual process that hinders employee productivity and leads to delayed service ticket resolutions. Out of all the repetitive processes, one is the “password reset process”.

Employees’ productivity is eventually reduced when he/she is unable to get the required resources on time and is unable to continue their work. And the scenario is worst if they have forgotten their password.

Challenges with Manual Password Reset

However, password reset is simple to do but the sheer volume of service tickets raised for password reset made it tough for the IT service desk agents to resolve them on time.

And if passwords get more complex then the growing security threats and reset requests also get increased. Moreover, it is quite challenging for several other reasons-

1. The password reset process is time-consuming for both employees and service desk staff
2. Making service desk staff the non-business hours is another tough nut to crack
3. Operational costs in the password reset process also get increased due to the long line of service ticket
4. The higher turnaround in password reset is another concern that IT service desk staff need to take care of

How to Automate Password Reset Process?

Instead of the traditional method of resetting the password, organizations can automate the repetitive process of password reset by using RPA with a predefined workflow or a chatbot that can be readily available 24/7 and helps users with the password reset process. Moreover, users also find it easy to reset their password when the whole process is automated as it reduces the requirement of going to service desk agents and waiting for a longer period.
Using an RPA bot, IT organizations can create self-service support with a pre-defined workflow to help users with password reset. With self-service support in the password reset process users can-

• Reset or change forgotten passwords and unlock locked accounts by using different channels like SMS, and email, and by answering security questions on the self-service portal
• Create real-time service tickets via the RPA bot and reset their password after verifying their identity

On the other hand, IT service desk staff also get a huge benefit by automating the password reset process. With automation in password reset, IT service desk staff can also easily customize the challenge questions and make sure that the new passwords adhere to the password policy. In addition, service desk staff can audit event logs for security and troubleshooting purposes including user activities and system events. IT service desk staff can even create a large dictionary and password history log to enforce strong password rules like preventing common keywords and shared passwords.

[Also Read: Reimagining the Ideal Service Desk with Conversational IT and AI]

Benefits of Password Reset Automation

• Lower Service Desk Costs and Volume

  A large proportion of service desk calls are related to password reset, according to many organizations. Using RPA to enable users to reset compromised or forgotten passwords, eliminate helpdesk costs associated with passwords, and increase productivity. Additionally, automating password reset also reduces the service ticket volume and enables employees to focus on the process that requires their attention.

• Enhance Security

  Users are frustrated by complex password rules and lose productivity, which leads them to compromise security by selecting insecure, easy-to-remember passwords, reusing passwords, and even writing them down on sticky notes to avoid complex password rules. Using self-service support with RPA in Password Reset eliminates the onerous consequences of forgetting. Also, it enables service desk staff to audit the event logs for security and troubleshooting purposes.

• Improve User Productivity

  With an automated password reset process, users don’t have to wait long for getting their resources back and this doesn’t stop their working process in an organization and enables them to get back to their work sooner.

For a quicker resolution of the password reset process automating the process with technology is a viable solution to not only create a better workplace experience but also help them offer the best experience to users as well. So no more service ticket volume, start automating to reduce the service ticket volume.