BeyondTrust

Integrate Remote Support with ITSM and Service Desk Solutions

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.

That's why BeyondTrust Remote Support offers pre-built integrations for the leading service desk, CRM, and systems management solutions. Plus, our custom integration capabilities let you use Remote Support with your own system to create a seamless remote support experience.

Enhance Your Help Desk and Systems Management Solutions

Integrating BeyondTrust with your incident and case management systems gives you a seamless process for remote support.

BeyondTrust’s integrations allow you to launch a remote support session directly from the ticket or record, automatically update tickets with details from the support session and include the chat transcript and session recording in the ticket.

Integrate Chat Support with Your ITSM and CRM

Integrating BeyondTrust with your service desk, CRM, and systems management platforms gives you a complete remote support solution. BeyondTrust includes secure chat support capabilities, so you can offer live help from your website, knowledgebase or self-service support portal. With BeyondTrust, you can easily move from chat support to screen sharing and remote control. After the support session, BeyondTrust updates the support record with the chat transcript and details from the remote support session.

Create Custom Integrations

You can also use BeyondTrust's API and Integration Client to create custom integrations with other or home-grown solutions. Implement the integrations yourself or contact our Professional Services team to help you build them.

Integrate Credential Injection with Remote Support

Make it easy for support teams to access desktops and systems quickly without revealing plain text credentials and passwords, which are commonly phished. Credential injection enables your support organization to:

  • Improve productivity and time to resolution by streamlining access to desktops and systems
  • Eliminate the need to store and track shared credentials manually
  • Mask plain text credentials and passwords from technicians so they can't be phished or stolen
  • Eliminate a very common and profitable attack pathway for hackers


Use special actions to control aspects of your app

Embed Remote Support in Your Apps on iPads, iPhones & Android Devices

Embedded Remote App Support is a software development kit (SDK) that can be included in Apple iOS or Android apps. Once enabled, customers and employees can request remote support directly from an Android or iOS app. And support reps can see and troubleshoot the app in real time. Make the following features available to support representatives:

  • Remote viewing of your own app
  • Custom special actions that control aspects of the app and automate troubleshooting
  • Custom system info specific to your app
  • Compressed file transfer to and from your app
  • Chat support with canned messages


Integrate your SIEM tool with Remote Support

The SIEM integration for Remote Support enables your organization to leverage detailed session data to fulfill compliance requirements and gain visibility into activity across IT infrastructure.

The integration captures your Remote Support session details, formats them appropriately, and sends them to the SIEM tool of your choosing. No matter what your technicians are doing while using BeyondTrust, the SIEM integration can help you filter through audit trails to precisely identify what happened during that session and correlate it to other events.