Integrate Remote Support with ITSM & 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 chosen 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. Additionally, custom integration capabilities provide the ability to fold Remote Support into in-house systems to create a seamless remote support experience, built to your specifications.

Top Integration Options

Enhance Your Help Desk and Systems Management Solutions

Integrating BeyondTrust Remote Support with your incident management and helpdesk ticketing systems gives you a seamless process for remote support, from the initial request through resolution.

A BeyondTrust integration allows you to launch a remote support session directly from the ticket or record within your choice of helpdesk solution, automatically update tickets with details from the support session and include the chat transcript and session recording in the ticket. Common integrations include ServiceNow, Jira, ZenDesk, and more.

Integrate Chat Support with Your ITSM and CRM

Integrating BeyondTrust with service desk, CRM, and systems management platforms provides complete remote support software solution, adding secure chat support capabilities and live help options from your website, knowledgebase, or self-service support portal.

Use BeyondTrust to seamlessly 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

Use BeyondTrust's API and Integration Client to create custom integrations to your specifications. Learn more from our experts.

Integrate Credential Injection with Remote Support

Credential Injection offers an alternative to manual, unsecure credential management techniques using automation and advanced security. Make it easy for support teams to access desktops and systems quickly without revealing plain text credentials and passwords, which are commonly phished.

Use Credential Injection to:

  • Improve time-to-resolution by streamlining access to desktops and systems.
  • Eliminate manual shared credential storage and tracking.
  • Mask plain text credentials and passwords from technicians so they can't be phished or stolen.
  • And more.

Embed Remote Support in Apps for iPads, iPhones & Android Devices

Embedded Remote App Support is a software development kit 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. Support reps can then view 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 Existing SIEM Tools with Remote Support

Security Information and Event Management (SIEM) platforms are the central artery of your security team. BeyondTrust's SIEM integrations build on your existing SIEM capabilities, delivering detailed support session data and increasing visibility into activity across your IT infrastructure.

Remote Support captures 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, filter through audit trails to identify exactly what happened during that session and correlate it to other events.

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