Ticket Resolution: Proactive IT
Support, Fewer IT Headaches
Endless helpdesk tickets and slow incident resolution are more than just IT problems – they’re business problems. When employees can’t work due to IT issues, productivity and morale suffer. ViadexOne’s Ticket Resolution solution is designed for IT Operations Managers and CIOs who want to break out of firefighting mode. Instead of reacting to each issue, ViadexOne helps you prevent many of them from occurring at all.
By unifying Digital Employee Experience (DEX) monitoring with Managed Device Lifecycle Services (MDLS) support, we turn reactive operations into proactive IT. The outcome? Up to 80% fewer human-generated support tickets, dramatically faster resolution times, and an IT team that can focus on innovation rather than constant troubleshooting.
Overwhelming Support Ticket Volume
High volumes of service desk tickets flood your IT team, leaving little time for strategic work. Frustrated employees file the same issues repeatedly, indicating deeper systemic problems.
Slow Mean Time to Resolution (MTTR)
Incidents linger without quick fixes, dragging down productivity and user satisfaction. Waiting hours or days for help leaves employees idle and unhappy.
Reactive, Not Proactive
IT often only finds out about issues when users call for help. This reactive approach means preventable problems cause disruptions before anyone intervenes.
Disparate Tools & Data Silos:
Support teams juggle multiple monitoring systems, ticketing tools, and device management consoles. The fragmentation makes it hard to get a clear, timely picture of what’s wrong, slowing down response.
How ViadexOne Solves It with MDLS & DEX:
ViadexOne attacks these issues on two fronts: real-time DEX intelligence and streamlined MDLS support services.
This proactive stance drastically reduces the number of issues that ever become “human-generated” tickets. When users do need help, ViadexOne accelerates resolution by providing support staff with unified, contextual insights (no more hunting through separate tools). Plus, with our global MDLS coverage in 140+ countries, on-site support or device replacements are handled seamlessly as part of the service.
In short, we transform your IT support from a reactive helpdesk into a predictive, self-healing system.
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Specific Benefits
& Outcomes:
Up to 80% Fewer Tickets
By solving problems behind the scenes with automation and analytics, ViadexOne relieves your service desk of the vast majority of repetitive issues. Your IT team can finally get ahead of the curve (and your users notice the difference!).
Faster Resolutions
(Lower MTTR)
When a ticket does reach the service desk, it comes with rich context and even suggested fixes driven by data. Issues are resolved in record time – often minutes instead of hours – getting employees back to work faster.
Proactive Issue Prevention
ViadexOne’s AI-driven DEX means many incidents are fixed before anyone has to call. Think of it as an around-the-clock digital guardian that keeps your employees productive and happy by preventing IT hiccups.
Reduced IT Support Costs
Fewer tickets and quicker resolutions translate to less workload on IT staff or outsourced helpdesks. You can reduce overtime, avoid hiring extra support personnel, and cut the operational costs of managing a bloated support queue.