How to save time for support teams with Identity Troubleshooter? IT support

Your ticket time resolution is taking too long, new issues are coming, but you are tied by a pile of incidents that are waiting in an endless queue.

But should it always look like that? I don’t think so.

Key points

  • Is there an effective way to shorten the resolution time of incidents?
  • Standard workflow vs issues resolution with Identity Troubleshooter

You and your team have probably faced the situation when incidents that have low impact, for example, single users, are treated with the lowest priority. And even when they finally find time to take care of the issue, it takes a long time, and in many cases, the ticket is forwarded to other department what causes further delays.

In all that time this employee can’t proceed the task.

And since every user have their role in business, their long absence influences the whole working process and negatively impacts the business.

And as a result, everybody suffers from the delay that paralyzes the employee, a team and even the whole department.

It seems like there is no way to change this process, that’s how things work, and there is nothing can be done. But thankfully, there is a cure.

The Identity Troubleshooter, a tool that is designed to shorten the resolution time of incidents related to user accounts.

No time to read? Watch the video instead!

Fast solution for low impact incidents

Incidents that have low impact don’t have to be treated as last and wait so long to have the issue solved. Diagnosis can happen in a matter of minutes! How? Here is how it works.

The tool diagnoses problems with an automated system scan. IT Service Desk automatically finds the root cause of the identity issue and assigns the ticket to the accurate technical team.

Role of the IT Services is to enable users to do their job with no obstructions, and to resolve issues as quickly as possible. The role of Identity Troubleshooter here, is to help to shorten this time to a minimum. Incidents that previously could even take days to resolve, because of the multiple assignments – now they can be shortened to a matter of minutes by providing direct troubleshooting steps already on the first contact with first line of support.

Identity Troubleshooter is a perfect fit for large organizations with complex environments, where there is a lot of teams responsible for various IT areas, and troubleshooting requires Incident to go through few of them.

In other words, the bigger the organization, the more valuable the tool is.

So, if you notice that resolving time for incidents is taking longer than desired and you want to shift-left as much as possible to save the time of the experienced engineers, you may want to use the help of Identity Troubleshooter.

Shorten incident resolution time

Still not sure whether you need our tool to optimize your workflow?

Imagine scenario:

  1. In the beginning, a user calls the ServiceDesk, stating that he is unable to login into his outlook.
  2. ServiceDesk asks standard questions, starts screenshare with a user to verify the issue. They get generic ‘unable to login error’, and they cannot proceed further themselves.
    ServiceDesk standard questions
  3. After that, they assign the incident to the Exchange Team.
    Exchange Team response
  4. An exchange team has a 2 days average response time, and the incident is waiting for its turn, because the team is occupied with other tasks.
  5. The team starts troubleshooting and finds nothing wrong with the mailbox – the issue is not on their side. So, they assign the incident back to the ServiceDesk for further distribution.
  6. ServiceDesk now assigns the incident to Identity Team.
    Issue solved
  7. Identity Team have 2 days SLA, and the incident is waiting for its turn because the team is also occupied with other tasks.
  8. Identity Team starts troubleshooting, and it turns out that the issue is on the Azure AD side – MFA is blocked by reporting fraud alert. So finally, they resolve the incident.
     8 steps of ticket resolution

To summarize, we have 8 steps and up to a week for a resolution.

Now, look at the scenario that includes Identity Troubleshooter.

  1. User calls the ServiceDesk stating that he is unable to login into his outlook.
    Identity Troubleshooter solution
  2. ServiceDesk do not need to engage User, they launch Identity Troubleshooter, and get direct output that MFA is blocked, and incident needs to be resolved by Identity Team. They assign incident as per tool output.
  3. Identity Team do not need to perform any troubleshooting, they straight away know what the issue is, and they resolve it.
    Identity Troubleshooter 2

Now we have 3 steps instead of 8. That makes a significant difference, isn’t it? There also will be a lot of scenarios when the Service Desk will have enough permissions assigned, to resolve the incident just on first contact with the user, as per tool output.

So, what do you need to do to get started?

Сontact us and we’ll discover trouble points in your lifecycle process of a user account using your knowledge of the environment and our expertise. Based on that, we will develop and implement Identity Troubleshooter custom tailored to your organization. Then we’ll train your Service Desk Team on how to use the tool and provide all the necessary documentation.

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