IT Support

Standardize Help Desk Support Across Teams and Customers

When it comes to managing your help desk, every second counts. With BeyondTrust Remote Support, you’ll impact the metrics you care about most.

Create queues, portals, teams, and policies to standardize technical support services. Define your support channels for efficiency. BeyondTrust also makes it easier to manage large teams of technicians with integrated identity management and group policies.

Make It Easy for Customers to Get Remote Assistance

Whether your call center provides full tech support or supports specific applications, BeyondTrust makes it easy for customers to get remote assistance.

With BeyondTrust, you can integrate chat support with your website, portal, or mobile app. BeyondTrust chat support can mimic your phone routing system, connecting inbound support incidents to the right technician or team. Managers can create a library of canned messages and responses.

Tech support with BeyondTrust is seamless. Move from chat support to view-only screen sharing to application sharing or full remote control with just a few easy clicks.

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

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.

Technical Features Driving Support Efficiency

Improve security by limiting screen sharing to specific applications. Both customers and support technicians can control which applications are shared.

BeyondTrust Button

Give customers a push-button way to request remote support. BeyondTrust Buttons can be deployed on remote desktops or embedded in Windows applications.

Chat Support

Add secure chat support to your website or mobile app. When you need to do more that talk, just elevate from chat to screen sharing or remote control.

Collaboration and Escalation

Engage highly skilled technicians cost effectively. With BeyondTrust, skilled staff can engage with critical support requests instantly and remotely.

Command Shell

Access the command line for network troubleshooting, system diagnostics, or network device support. Command line sessions can be recorded for security.

Customer Client

Chat with customers through a secure, customizable chat window during both support and training sessions.

Equilibrium

Automatically distribute incoming support requests to the right representative, support group or vendor, reducing hold times in an automated manner.

InSight

Perform remote support on anything your customer can see, including hardware and peripherals, by sharing the remote camera on Android and iOS devices.

Intel vPro

Use Intel vPro Technology to power a remote PC on/off, reboot to BIOS, re-image a remote computer and access remote desktops regardless of operating system state.

Jump Zone Proxy (Isolated LAN)

Give off-network support technicians remote access to systems on isolated networks. No VPNs or firewall configuration changes are required.

Jumpoint

Access every Windows desktop and server in a remote network from one node. Jumpoint also enables other access protocols, such as RDP and SSH.

Registry Editor

Access the remote registry editor on Windows PCs without interrupting the remote customer or requiring a screen sharing session.

Remote Desktop Protocol (RDP)

Use RDP safely on remote networks by routing the protocol through BeyondTrust. Establish a remote desktop connection without VPN tunneling or firewall changes.

Scripts

Use scripts to run patches or apps on remote desktops and servers. Select the appropriate script from a list and run it through our command line interface.

Shell Jump (SSH / Telnet)

Access SSH-enabled or Telnet-enabled devices in remote networks. Modify settings via command line. And set access parameters to remote devices.

Show My Screen

Show a customer your entire screen or certain applications. Shift back and forth between remote support and presentation without disconnecting.

Smart Card Support (CAC)

Pass local smart card or common access card (CAC) credentials to a remote computer, enabling elevated permissions during remote assistance.

System Information

View remote system information. Kill processes; start, stop, pause, resume, and restart services; and uninstall programs on remote PCs or mobile devices.

IT Support Feature Chart

Remote Support Feature	Help Desk Administration	Internal Support	External Support
Annotations			X
Application Sharing	X		X
Atlas Cluster Technology			X
BeyondTrust Button	X	X	X
Chat Support		X	X
Collaboration & Escalation	X	X	X
Collaborative Browser Sharing			X
Command Shell		X
Customer Client			X
Embedded Remote App Support			X
Equilibrium	X		X
Identity Management		X	X
InSight		X	X
Intel vPro		X
Jump Clients		X
Jumpoint		X
Jump Zone Proxy (Isolated LAN)		X
Language Support			X
Registry Editor		X
Remote Desktop Protocol (RDP)		X
Scripts		X
Shell Jump (SSH / Telnet)		X
Show My Screen			X
Smart Card Support (CAC)		X
Support Portals	X		X
Surveys	X	X	X
System Information		X	X

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Leader in Intelligent Identity & Secure Access

Standardize Help Desk Support Across Teams and Customers

Standardize Help Desk Support Across Teams and Customers

Make It Easy for Customers to Get Remote Assistance

Make It Easy for Customers to Get Remote Assistance

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

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

Technical Features Driving Support Efficiency

Technical Features Driving Support Efficiency

Application Sharing