BigFix Help Desk Calls

Has this solution helped you reduce help desk calls? If yes, by what percentage?

Mark Poulson
Principle Consulting Architect at GNE
It has also helped to reduce help desk calls because of the success rate that we have with the patching. As the success rate goes up, we get fewer calls.
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Joshua Hickok
Senior Security Consultant at Tech Data Corporation
Finally, help desk calls have been reduced. We were able to look at help desk calls and find out which ones were most common and start automating that with BigFix. For some various organization, a quarter to half of our help desk calls we were able to knock out
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BigFix Admin / Win SysAdmin at Costco Wholesale
Finally, it has helped to reduce help desk calls. We actually know if there's an issue before the help desk find out, we'll report a server down sometimes before the server owner knows, and we'll let them know that there may be an issue and then we can actually roll back a patch via BigFix before the server owner knows that there's an issue. Altogether, it's been reduced by around 50%.
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System Administrator at a university with 10,001+ employees
I'm not sure by what percentage but it has helped to reduce help desk calls, in terms of security vulnerabilities, but it has reduced the amount of vulnerabilities and the security notifications we get. Also, self-service lets us install notifications, not like sending a front line support personnel.
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Technical Engineer at a individual & family service with 10,001+ employees
It has helped to reduce help desk calls by 60-70%. Using the self-service portal allows our users a lot of access to fix their own problems as far as errors, as well as policies that auto-resolve issues as they come up without the user even knowing.
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