ServiceNow Remote Support and Chat Integration

Service desks and customer support organizations using ServiceNow can integrate BeyondTrust Remote Support to improve service levels, centralize support processes and strengthen compliance.

The Remote Support integration with ServiceNow increases the effectiveness of your technicians with secure, multi-platform remote support and chat capabilities.

Technicians can launch a remote support session from an open ticket in ServiceNow, and session details, such as chat transcripts and notes, are appended to the ticket when the remote support session ends.

ServiceNow Support Capabilities with BeyondTrust Remote Support

Remote Support with ServiceNow

  • Technician-initiated remote support session launched directly from ServiceNow incident or change record
  • Single-click, end-user initiated chat/remote support session via the ServiceNow self-service portal
  • Convenient technician access to the associated incident directly from Remote Support
  • Automatic updates of ServiceNow incidents and change requests with details from each BeyondTrust Remote Support session, including links to session recordings, file transfer details, work notes, system information and post-session survey results
  • Web service available to generate a ServiceNow incident from a Remote Support Session
  • Technicians can Jump directly to a remote system from an incident or change request
  • Leverage Remote Support’s support for Intel vPro to access remote systems even when the OS is not running

Remote Support with ServiceNow Express

  • Generate session key from an incident
  • Jump to a configuration item from incident, including an option to jump to search from Incident
  • Get support now from an incident in the self-service view
  • Associate the incident number with the Remote Support session
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In addition to the ease with which representatives can launch sessions and track them from the ServiceNow service desk, the [Remote Support] interface has a number of other valuable features that our support representatives really appreciate.

STACEY NICHOLSON, HELP DESK MANAGER, SHAW INDUSTRIES

Improve Efficiency with Integrated Remote Support

The BeyondTrust Remote Support integration with ServiceNow allows a support representative to launch a secure remote support session directly from the incident record to immediately begin diagnosing and resolving a problem – increasing first call resolution rates, shortening call times and eliminating site visits.

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

And the BeyondTrust Remote Support appliance keeps sensitive remote support logs and system access in-house, rather than routing them through a third-party, improving security and compliance.

Integrated Chat Support with Remote Control

Integrating BeyondTrust Remote Support with ServiceNow 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.

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