BeyondTrust Remote Support Integration with Freshservice

Freshservice’s integration with BeyondTrust Remote Support makes providing support even more seamless. Starting a remote session in BeyondTrust Remote Support is as easy as clicking a button on the support ticket. When the session ends, the session details, along with the system information and the transcript of the entire chat is saved to the ticket.

Integrating with BeyondTrust Remote Support uses the OAuth method of authentication. Steps are required in the Remote Support administrative /login interface, and Freshservice.

Once you enable the integration on both accounts, you can start a BeyondTrust Remote Support session from:

• The ticket description page, provided that an asset is attached to the ticket.
• The asset attached to the ticket, provided that the ticket has been assigned to an agent.
• The asset entry in the CMDB, even when there is no ticket.
• The self service portal. End users can start a chat-only session, which the support agent can elevate to a remote access session.

To use one of the first three options, make sure that the CI is pinned as a Jump Client in BeyondTrust Remote SupportBeyondTrust and its Hostname is updated in Freshservice.

In cases where a session is created without a ticket, from the CMDB, the portal, or from the representative console, a ticket is created automatically and the session details added to it.

Integration Overview

This guides provides details of the following steps to create the integration:

• Create Client ID and Client Secret in Remote Support.
• Install and configure Remote Support in Freshservice
• Add Freshservice Webhook to Remote Support
• Add Custom Fields in Remote Support
• Add link to Freshservice from Remote Support Representative Console.

Should you need any assistance, please log into the Customer Portal to chat with Support.