As IT departments continues to adapt and evolve to the “new normal”, the service desk remains a primary point of contact for employees, both remote and on-site. Despite the broad adoption of chatbots and other filtering tools, service desks continue to take on high workloads and tickets.
In this environment, it’s never been more important to equip service desk technicians the right tools that empower them to effectively conduct support activities. Today’s top ITSM solutions should have strong integrations with other service desk tools, enable users to enhance their workflows, and seamlessly accelerate incident resolution and management processes.
With all that said, BeyondTrust is pleased to announce the availability of version 21.3 of our leading Remote Support solution. With this release, customers will benefit from the Microsoft Teams integration that will enable users to seamlessly elevate to a Remote Support session through the Microsoft Teams chat. Customers will also benefit from additional enhancements to our credential Vault, with improved security and new functionalities, like credential search, extending the discovery and rotation in Azure AD.
Version 21.3 also includes user interface (UI) enhancements to deliver a more cohesive experience.
Below is a brief round-up of what is new with the release of version 21.3. For more information, you can also check out the release notes.
Remote Support v.21.3 Highlights
Microsoft Teams Integrations
BeyondTrust is introducing new functionality that allows companies to extend their support capabilities within Microsoft Teams to enable seamless elevation to a Remote Support session through the Teams chat. Users can now benefit from secure screen sharing and audit log capabilities during their sessions.
Web and Login Console UI Updates
We have refreshed and updated the /login and /console interfaces to improve user experience, making it lighter, faster, and easier to use. We have cleaned up some visual elements, layouts, and basic functionalities to provide a more direct path to the most-used features. As always, we continue to listen to our customer feedback, and we have more design updates coming soon. This change is in alignment with BeyondTrust’s PAM portfolio of products providing a consistent look and user experience.
- Web Console Translations: The Web Console is now translated into additional languages, already supported by the rest of the product.
Vault - Account Rotation Azure AD Domain Services
As organizations adopt a cloud-first approach to meet all their standard IT requirements, organizations continue to shift towards Azure Domain Services or pure Azure AD-managed orgs. With this release, Remote Support enables organizations to properly manage and inject credentials managed by Azure AD Domain Services. Administrators can now leverage the solution’s Vault to discover and rotate account credentials managed by Azure Active Directory Domain Services. This new functionality is an addition to the existing ability to discover credentials managed by Azure AD Domain Services.
- NEW! Vault - Credential Store Search: Vault users can now search the credential list when Jumping into a remote system. To leverage this new functionality, a user must only begin typing an account name, and then the Credential Store will present the matching credentials. This search functionality is limited to credentials that are available in the Access Console.
- ENHANCED! Vault - Personal Account Increase: In our previous release of Remote Support, we introduced the ability for users to store private generic accounts in Vault. This functionality improves the daily lives of users by allowing them to manage their own Vault accounts privately, for use during remote sessions or for quick access to other tools. Users can store generic credentials that are not managed, rotated, or visible to anyone. These credentials are then usable for injection or check-out by that user only. In this release, the maximum limit of Personal Accounts per user has been increased from ten (10) to twenty-five (25).
User Team Chat History
The Team Chat feature within the Access Console now preserves the chat history, allowing representatives/users to pick up the conversations between other team members so that the history is available when they log back into the console. The administrator can configure a minimum time that this information is replayed in the Access Console.
Polish Language Support
Due to the international demand for our products and our commitment to building a stronger connection with users from other countries, Remote Support now includes Polish language translations for all product components.
Appliance Migration Tool
The global pandemic has accelerated the move to the cloud and has increased demand from customers to migrate from one appliance to another. We have created an application migration tool for customers who want to move from an on-premises to a cloud-based appliance, as well as customers who want to migrate from a physical appliance deployment to a different deployment type. This functionality can be set up under the new section at /Login > Management > Software > Site Migration. It allows API-based communication between the appliances and supports migrations from version 19.2.4 to current.
Representative Status Codes
Remote Support teams can now create Rep status codes for their team to use when doing projects, or during sessions to better service their success metrics. These Rep status codes are customizable to the teams' needs and allow for integration to other tools using the Command API. Managers can now obtain better visualization of their workload and staffing needs by utilizing custom codes beyond out-of-the box selections, like Busy or Away.
Taking Your Service Desk to the Next Level with BeyondTrust Remote Support
BeyondTrust Remote Support enables IT and service desk teams to rapidly and securely access and troubleshoot any remote device, across any platform, located anywhere in the world—all via a single solution. The new features in version 21.3 expand what’s already possible with our solution, helping you empower, protect, and scale your service desk.
If you are already a customer, here’s how to get started with version 21.3: https://www.beyondtrust.com/docs/remote-support/getting-started/deployment/web/support-updates.htm
Ready to experience the most secure and comprehensive solution for all your remote support needs? Contact us today!
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.