Why do I need Session Auditing?
Many compliance regulations require the logging and recording of remote support sessions. This type of session auditing should identify unique users, show which systems were connected, and capture what actions were taken over the remote connection. This session monitoring and reporting is also important for ensuring quality over remote support sessions as well as security oversight for activities that often entail sensitive and privileged access.
What are some key auditing capabilities of Remote Support?
BeyondTrust Remote Support provides you with all the details you need for your next audit:
- Monitor support activity in real-time
- Video recording of every remote session
- Collect a detailed audit of each interaction
- Track customer satisfaction
BeyondTrust’s Remote Support solution allows IT administrators to dive deep into historic support activity, while also providing a real-time view of support through the ability to monitor support sessions. Monitor representatives in real-time to help train new employees, or just to ensure quality assurance. Support reps that are being monitored will see a watermark in their representative console, so they know that a manager is watching over his or her shoulder. Much like listening in to phone calls, this feature allows IT support departments to ensure a superior customer experience.
When looking at the support activity log, administrators and managers can see a high-level list of all the sessions that occurred, with the ability to drill down into each individual session to see the start time, end time, and all actions taken. They can view or download chat transcripts, the session recording, and also a command shell recording. In addition, the solution can integrate directly with leading ITSM ticketing systems and push all logging information for a session to an associated ticket. (Learn more about BeyondTrust Remote Support integrations).
Not only can you view reports stored on the BeyondTrust appliance, or in an integrated ITSM system, data can also be archived for long-term storage and retention in a database or flat file structure. This is helpful for organizations that need to comply with data retention periods longer than 90 days. If you need to automatically archive sessions, an archiving schedule can be set up using the free archival and reporting tool or directly via the API.
Many of our customers find this feature very useful, so we’ve put together a short video that gives you a closer look!
Julissa Caraballo, Product Marketing Manager
Julissa Caraballo is a Product Marketing Manager at BeyondTrust. She has over 10 years of experience in software product marketing and lead generation. Previously, Julissa worked as a Marketing Director for a medical management software company. She holds a BA in Business Administration/Marketing and a MBA in Healthcare Management. Her certifications include, Certified Digital Marketing Manager, Pragmatic Marketing Certified and Certified Medical Practice Executive. She can be found on LinkedIn and all social media platforms.