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Integrated Remote Support for Cherwell Service Management Software

Support and IT organizations using Cherwell Service Management can integrate Remote Support to improve service levels, centralize support processes and strengthen compliance.

With Remote Support, Cherwell Service Management enables service desk technicians and customers to launch a secure remote support session directly from any module in Cherwell Service Management or the self-service portal.

This integration increases the effectiveness of your technicians with robust remote support, secure chat and incident based mobile device support.

Remote Support’s solution is multi-platform, allowing support technicians to remotely support desktops, laptops, servers and mobile devices across operating systems.

Cherwell Service Management Capabilities with BeyondTrust

Integrating Remote Support software with Cherwell Service Management Software enhances service in a number of ways:

  • Technician-initiated remote support session launched directly from any Cherwell Service Management module (i.e., business object)
  • Single-click, end-user initiated chat/remote support session via the Cherwell Service Management self-service portal or rich client
  • Incoming Remote Support requests are automatically routed to the least busy technician.
  • Easy technician access to the associated service desk record
  • Automatic updates of Cherwell Service Management incidents with details from each Remote Support session
  • Remote Support post-session survey results automatically included in updated incident details
  • Advanced logging and recording capabilities for a complete record of the support transaction

"We’re certain that integrating BeyondTrust’s Remote Support chat and capabilities will help Cherwell customers resolve issues more quickly and will dramatically improve the quality of service desk support."

Michael Euperio | Director, Cherwell Technology Alliances

Start Remote Support from Any Module

Remote Support lets technicians work directly with the systems they’re supporting - from anywhere. Launch remote support from any module in Cherwell. Chat securely with customers. Assist users on multiple platforms, including iPads, iPhones and Android devices. And record details of every remote support session, populating incident records with details from the remote support session.

Integrated Chat Support with Remote Control

Integrating BeyondTrust's Remote Support with Cherwell Service Management gives you a complete remote support solution. Remote Support includes secure chat support capabilities, so you can offer live help from your website, knowledge-base or self-service support portal.

With Remote Support, you can easily move from chat support to screen sharing and remote control. After the support session, Remote Support updates the support record with the chat transcript and details from the remote support session.

Remote Support gives both you and your customer a seamless support experience.