Sometimes IT administrators and help desk technicians need a little support themselves.
That’s why BeyondTrust includes easy options for technicians to collaborate with one another or bring in external representatives. Support managers can also offer assistance if lower-tier technicians have trouble.
Collaboration lets you effectively bring in all the necessary resources to resolve an incident. This results in higher first call resolution, lower escalation rates, and faster incident resolution times.
Automatically distribute incoming support requests to the right representative, support group or vendor, reducing hold times in an automated manner.
Use your existing LDAP or Active Directory to create BeyondTrust users. Connect RADIUS for multi-factor authentication and Kerberos or SAML for single sign-on.
Engage highly skilled technicians cost effectively. With BeyondTrust, skilled staff can engage with critical support requests instantly and remotely.
Change the permissions allowed in a remote support session based on the support portal the customer came through or even the specific endpoint being supported.