How password problems affect helpdesk calls

Password-based authentication has always been a sensitive topic in business cybersecurity. Passwords are inconvenient and difficult to remember; This often leads employees to develop poor password hygiene, using weak, easy-to-remember words or the same password on multiple online accounts.

Top cause of business data breaches

Another too often repeated no-no with passwords is writing them on sticky notes or storing them in insecure computer files. This practice prepares the person for the big problem of weak and stolen passwords to happen.

To avoid this problem, companies like to require different and more complex passwords for other online accounts.

When this is combined with the need to periodically change these passwords in accordance with established data security tips and guidelines, passwords become too complex for employees to remember, and when they inevitably forget them, employees tend to do the same. they most see as a solution, and they call the help desk.

Forgetting a password is by far one of the most common reasons people turn to the help desk.

The help desk is contacted all the time, regarding password problems. According to LOOSE, help desks receive more than 20 calls per user on average per year. TO Gartner Report It also revealed that more than 40% of all help desk tickets are related to password resets.

Employees and customers of an organization tend to view the help desk as the easiest and most efficient way to solve their problems related to forgotten passwords or the need to change them rather than going through the cumbersome task of trying to remember them.

Lack of education (both technological and general) may mean that some users will continue to see a call to helpdesk as the quickest and easiest way to resolve their password-related problems.

Resetting your password may seem like an easy task, but it’s not a simple two-minute fix.

Instead, employees must contact technical support and may be forced to wait longer to resolve the issue. Additionally, during non-business help desk hours, employees can be locked out of company apps or tools, meaning company employees can become unproductive for hours.

As employees wait for passwords to be reset, companies not only lose a lot of time that they would otherwise have used to be productive, they also lose a lot of money.

On average, costs businesses $ 70 for each password reset; this adds up over time, costing businesses a lot due to how employees forget their passwords and require a reset, with more than half of the users admitting to forgetting their passwords frequently.

It’s not hard to see that passwords and password reset calls have become a major source of lost productivity for many organizations.

TO poll of 600 IT professionals revealed that 36.7% of US companies and 60% of UK companies have more than 25 applications that require passwords; Due to the number of these passwords, employees are forced to forget, this ends up costing companies 2.5 months of lost productivity per year in password resets.

Train employees to change their password

A standard solution to the help desk call debacle is to give employees and business customers the ability to reset passwords themselves without calling the help desk through Self Service Password Reset Software (SSPR). ).

As much as the name suggests, an SSPR solution gives employees the ability to securely unlock their accounts and reset their passwords without the need to contact technical support.

Delegates the task to the user through a self-service workflow, easing the burden of resetting passwords for helpdesk calls. Many companies have started using this in recent times as it dramatically reduces the number of help desk calls, saves time, and improves overall business efficiency.

Yes, your password security is easy to intercept

However, the problem with passwords goes far beyond calls to the help desk; passwords weaken business security because they are too easy to hack or intercept. Therefore, this quick and easy solution only addresses the problem of help desk calls without taking into account that passwords are insecure by their very nature.

Remove passwords

The writing is on the wall – for businesses and businesses to successfully increase employee efficiency, reduce costs, and eliminate the mundane tasks that plague help desk calls while improving security. Businesses will want to completely stop traditional means of authentication such as passwords.

Replace passwords with secure means of authentication

SSPR can improve some areas, reducing costs and improving efficiency, but it does not offer the same passwordless technology, which has the added benefit of eliminating passwords.

Passwordless technology, by removing passwords, greatly improves ease of use and security and remove habits that lead employees to develop poor password hygiene, which consists of creating and remembering multiple complex passwords for different online accounts.

Passwordless technology as a solution

Instead of verifying user identities and granting them access with passwords, passwordless technology considers two main factors. These factors are: who the employees are (biometric technology such as face, iris or fingerprint scanning technology) and what they have (mobile phone number, access card and access token / credential).

Passwordless technology allows desktops to focus on essential and more valuable tasks.

Different passwordless authentication technologies can take different verification approaches; however, they all have one thing in common: they do not store employee data within a system. Not keeping vital data on the system is what makes passwordless technology inherently more secure than traditional, password-based security technology.

Passwordless authentication solves the problems that SSPR addresses.

Due to its benefits, passwordless technology has seen greater adoption in recent years. A 2021 survey showed that cost savings, prevention of credential theft and phishing, and user experience were the top reasons respondents chose to implement passwordless technology in their organizations.

Passwordless technology also decentralizes the authentication process.

Rather than storing user credentials and passwords on servers, passwordless technology works by using private keys generated and stored on employee devices, making it difficult for hackers to breach and ensuring maximum security.

The negative effects of passwords

Whenever the adverse effects of passwords are discussed, it is easy to see that they negatively affect business cybersecurity. However, the problem of forgotten passwords goes even further: passwords reduce employee productivity, overload help desks, and cost companies a lot of money.

Today, passwords are one of the leading causes of security breaches. But, unfortunately, password fatigue and reuse still plagues the cybersecurity industry.

The clamor to completely remove passwords for organizations and services has been long overdue.

In recent years, voices are growing in volume and number, mainly as 80% of data breaches They are caused by weak or stolen passwords.

With nearly half of helpdesk calls being wasted on mundane and unnecessary tasks like resetting passwords, it’s easy to see why employees and helpdesks are getting frustrated.


Passwords should be removed so help desk employees and IT teams have the freedom and time to solve more important, interesting, and task-intensive issues.

With the latest passwordless technology, there’s no better time to eliminate the costly and time-consuming experience of password resets and password use altogether than now.

Image credit: George Milton; Pexels; Thanks!

Misan etchie

Misan etchie

Digital Marketer, Content Writer, Search Engine Optimizer, White Hat Link Generator

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