Reducing AV Support Tickets
Learn proven strategies for reducing the burden of AV support tickets, including self-service solutions, proactive monitoring, and user experience improvements.
1. Understanding the AV Support Burden
AV issues typically represent 15-20% of IT helpdesk tickets in organizations with significant meeting room deployments. These tickets have disproportionate impact: they often require on-site visits, they're urgent (meetings can't wait), and they generate user frustration.
2. Root Causes of AV Support Requests
Most AV tickets fall into predictable categories: source selection confusion (40%), audio issues (25%), video conferencing problems (20%), and hardware failures (15%). Understanding this distribution helps prioritize solutions.
3. Enabling User Self-Service
Voice control transforms AV from requiring IT intervention to self-service. When users can say "show my laptop" instead of navigating input menus, they solve their own problems. Self-service eliminates the majority of AV tickets.
4. Implementing Proactive Monitoring
Proactive monitoring catches problems before users experience them. Alerts for equipment health, connection status, and usage anomalies enable IT to resolve issues during off-hours rather than during critical meetings.
5. Standardizing Room Experiences
Inconsistent room interfaces generate confusion and tickets. Standardizing on a consistent voice interface—even across different underlying hardware—creates predictable user experiences that require less support.
6. Measuring Ticket Reduction
Track AV tickets before and after implementing improvements. Categorize tickets by room and issue type to identify remaining problem areas. Target 60-70% reduction in AV-specific tickets.
Key Takeaways
- AV tickets are a significant IT burden that can be reduced
- Most tickets stem from user confusion, not equipment failure
- Voice control enables self-service problem resolution
- Proactive monitoring prevents many issues
- Standardization reduces user confusion
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