Remote Support Version 19.2 Introduces Market-Leading Capabilities to Simplify Workflows & Enhance Security

BeyondTrust Remote Support enables help 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.

Here’s a brief round-up of what’s new with the release of version 19.2:

Login (Administrative Interface) Redesign & Update

We have re-branded and refreshed our /login UI to improve user experience by making it lighter, faster, and easier to use. In an effort to streamline the user workflow, 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.

Public Portal Authentication

It is now possible to require authentication for users accessing the Public Portal online. By using SAML (Security Assertion Markup Language), an open standard for exchanging authentication and authorization data between parties, support representatives will now be able to gather information about users requesting support, such as their name, login name, and a recognizable email before starting a session. This not only eliminates the inconvenience of the user having to provide these details when the session starts, but it also gives your representative confidence in the identity of the person for whom they are providing support. This is an optional feature to ensure our customers are providing the most the secure remote support possible. By validating authentication, users and admins will be able to gather additional data to satisfy internal and external compliance requirements.

Configurations APIs

We have created a new set of APIs that enable Remote Support admins to automate and orchestrate administrative tasks within /login and the Rep Console. There are specific methods exposed via an API that enable a programmatic way to create, list, update, and delete certain configuration items in Remote Support. For example, this enables Remote Support admins to use the API to create local user accounts or to delete Jump Clients that have been offline for a specified number of days.

Vault: Configurations APIs

It is now possible to list Vault accounts with the Vault Configuration API. Vault administrators can also create generic username/password and username/SSH key account using the API. This provides a programmatic way to onboard Vault accounts that can’t be automatically discovered through Active Directory.

Vault: Automatic Rotation of Local User Accounts

The Remote Support Vault has been enhanced to include automatic credential rotation. This helps to mitigate the potential for password re-use threats related to stolen credentials. No more manual effort for Admins! Now administrators can configure automatic rotation of local user account credentials in the Vault tab.

Domain Filtering in Vault Discovery

Users can now define specific Organizational Units (OUs) within the targeted Active Directory Domain when using the Vault Discovery functionality. Vault Discovery allows administrators to discover credentials in the specified network. The administrator can then import credentials into Vault, enabling users to inject and use the discovered credentials within Remote Support.

The ability to specifically target the OUs you wish to manage is one of the most critical Vault features. Instead of running a general discovery to the domain, admins can specifically target the OU’s of the teams and credentials that they wish to manage with Vault. Limiting the amount of managed credentials in Vault makes it easier for admins to use and control the credentials they really care about.

Additional enhancements to the Vault include new user\ permissions! It is now possible to define which Vault users can inject credentials while in a session and which Vault users can view credentials when checked out in /login. Previously, these permissions were grouped together, and we heard feedback that some customers wished to make this more granular. We are listening!

Added “Jump Group” Details to Reports

BeyondTrust Jump Technology enables privileged users to connect to an unattended remote system to start a session—without end-user assistance. Depending upon the representative’s permissions, the user may Jump to any computer on their LAN/VPN or on a network with a Jumpoint agent. In Remote Support 19.2, Jump Group details are now part of session reports in the Reporting sections of Remote Support. Now admins and Support Team leaders will have the ability to gather additional data to satisfy internal and external compliance requirements.

BeyondTrust Cloud Highlights / BeyondTrust Cloud URL

Bomgar Cloud is now BeyondTrust Cloud. New Cloud customers will now receive a beyondtrustcloud.com URL when they sign up for BeyondTrust Cloud. As before, Cloud customers can choose to use a custom DNS name for their site, if desired.

These new features broaden what’s already possible with BeyondTrust’s Remote Support, helping you empower, protect, and scale your service desk.

Already a customer? Here’s how to get started: 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? Watch this demo video.