Help Desk Password Reset

Problem

Solution

  • Even with synchronization and self service password reset, some users continue to call the help desk.
  • These calls can take 5-15 minutes to resolve and cost $25 -- $35.

  • Assisted password reset shortens password-related support calls.
  • One process and UI handles everything:
    • Authenticate the analyst.
    • Authenticate the caller.
    • Reset multiple passwords.
    • Clear lockouts.
    • Create/close a support incident (ticket).

  • Reduce call duration to about 1 minutes.
  • Lower incident cost.