Remote Support Software Features

Remote Support's enterprise-grade features allow IT admins to resolve issues at lightspeed, improving productivity and end-user satisfaction. Watch a recorded demo to see it in action.

Remote Access & Control

The core of remote support is seeing and controlling the remote devices. With BeyondTrust Remote Support, you can see your customer's screen and fully interact with the remote desktop.

Troubleshoot issues and fix end systems on or off your corporate network. With robust features like remote control & screen sharing, unattended access, annotations, file sharing, and remote mobile device camera sharing, you can support your end users and their devices as if you were there.

Provide support anytime anywhere via the BeyondTrust thick client, browser based console, or mobile app.

Efficiency & Scale

Help desks are under constant pressure to do more with less and BeyondTrust can keep up with your business. Remote Support seamlessly integrates with external directories, like LDAP, so you can manage users, groups, and permissions using existing administrative processes. Easily manage unattended access to hundreds or thousands of systems as your IT infrastructure grows, and create mass installer packages for both the Representative Console and unattended endpoints.

Drive team productivity within your helpdesk, regardless of size. Features like Remote Support Chat, skills based routing, canned scripts, and escalation and collaboration help your technicians work more efficiently.

Customization & Branding

End users are understandably wary about allowing a remote connection to their computers or devices. Ensure your brand carries through support processes and give them confidence in their connections. Every Remote Support customer has a unique URL and customer client.

Build brand awareness and foster trust with your end users by customizing and branding your support experience. Features such as a branded portal, support invitations, custom watermark, logo upload, and end-of-session surveys give you better control of your brand perception by your end users. Upload rep photos from Active Directory to personalize the support experience.

Team & Permissions Administration

When it comes to managing your help desk, you want to optimize your help desk for success.

Implement usable security across your service desk. With granular role and permissions setting, and session policies, you can enforce least privilege and ensure technicians have just the right amount of access needed for their role. Collaboration and escalation enables skilled staff to engage with critical support requests instantly or pass support request up the chain to a higher tier of service without causing a disruption in the session.

And with identity management capabilities, you can use your existing AD or LDAP to create and manage Remote Support users. No repetitive administrative tasks necessary.

Audit & Compliance

Face compliance regulations with confidence. Automatically record all session activity, monitor activity in real time, and produce a detailed audit log for your next audit without hindering service desk processes. Also, leverage recordings for training and presentations.

Easily produce attestation reports that identify unique users, show which systems were connected, and delineate what actions were taken over the remote connection.

If your business is subject to GDPR, Remote Support can obtain and capture end user consent before a session starts.


You've already invested in solutions for your service desk or support center to more efficiently track issues and end-user requests. Your remote support software should fit seamlessly into your environment and increase your return on those investments.

Remote Support's pre-built integrations fit into your environment. Sync up with Active Directory, your ITSM tools, third-party authentication solutions, SIEM tools, or password managers to utilize features that will help you get the most out of your IT software.

And our open Remote Support API makes any custom integration possible.

Replace RDP, VNC, and Other Hard-to-Audit Remote Desktop

When it comes to empowering your IT organization, nothing beats BeyondTrust Remote Support.

BeyondTrust simplifies desktop support. End users can initiate support requests from your support portal, Windows applications, or BeyondTrust Buttons. You can also control of remote desktops to start support. And our patented Jump Technology is state-of-the-art for server and IT infrastructure maintenance.

IT admins will resolve issues more quickly, improving productivity and end-user satisfaction. Plus, BeyondTrust integrates with your ITSM, help desk, and ticketing solutions. Details about every remote session are automatically tied to the incident record.

Seamless Credential Injection™

When BeyondTrust Remote Support is integrated with the BeyondTrust Vault or BeyondTrust Password Safe, users can directly inject credentials into end servers and systems with just one click. Since the user never sees the plain text credentials, they can’t compromise them, greatly increasing security. Improve productivity by allowing administrator accounts to access systems with just the click of a button- no more wasted time finding or tracking down credentials.

Security Comes Standard with Native 2FA

Implementing multi factor authentication gives you confidence in the connections your technicians and administrators are making everyday. BeyondTrust Verify is a TOTP native 2FA capability that can be enabled for any Remote Support user and further verifies the identity of users before a Remote Support session is launched. And it's included for every Remote Support user at no extra cost.

Need more detail?

View a full feature list for more detail and technical descriptions.