BeyondTrust's solutions for remote support, privilege management, and application protection map to your existing service desk workflows and reduce IT cost.
With BeyondTrust Remote Support, you'll impact all the service desk metrics that matter.
Reduce call handling times
Impact customer satisfaction
Improve first call resolution rates
Increase technician efficiency
Eliminate on-site and desk-side visits
BeyondTrust also makes it easy to report on service desk performance with built-in reports and manager dashboards.
"With BeyondTrust, Texas State University's first call resolution improved by 40-50%, and desk-side visits have decreased by 80-90%. Equilibrium has further helped to streamline processes by auto assigning chat support sessions, resulting in a drastic reduction in dropped sessions and faster pick up times."
—Texas State University, San Marcos
"ANATEL deployed [BeyondTrust] using a pilot period, fielding 227 remote calls. The length for the sessions averaged 29 minutes, which represented a dramatic improvement from the Service Level Agreement (SLA) of six hours. Additionally, 89% of the calls received were resolved through first tier support, compared to the SLA of 50%."
—Jorge Wilson da Silva Mendes, IT Manager, ANATEL
"With BeyondTrust, the typical response time from incident reporting to resolution has been reduced from approximately 6 hours to 15 minutes."
—Brian Bard, Business & Technology Analyst, University of North Carolina, Charlotte
BeyondTrust Remote Support is the most secure and holistic tool in its class. Remote Support gives technicians secure, permission-based remote control over any remote computer or device. It also puts advanced troubleshooting tools at their fingertips. Here are just a few:
Multi-monitor support and full-screen mode
Reboot/Auto-Reconnect
Permission-based application sharing
File transfer, system information, registry editor, and command shell
Custom scripts and custom special actions
Chat support costs 30-50% less per incident than phone support or onsite visits. But most chat software is built for sales, not IT. At BeyondTrust, we've built chat support for the service desk.
Integrate chat with your website, portal, or mobile app
Route inbound chats to the right rep
Manage canned messages and responses
Translate chat messages automatically
Elevate seamlessly to full remote control to troubleshoot deeper
Incidents involving critical systems need to be resolved as fast as possible. With BeyondTrust Remote Support, all the resources necessary to resolve the incident can see the same screen and work together simultaneously. Even outside vendors and experts can join in.
Collaboration results in higher first call resolution, lower escalation rates, and faster incident resolution times.
"BeyondTrust makes it easy for us to support a variety of skill levels [across our users] and give them the help they need. BeyondTrust supports our IT team too by giving us the satisfaction that we are doing our job well."
—John David Bates, IT Tech Support, Stribling Equipment
"One of the best things about working within the BeyondTrust ecosystem is that every solution is compatible with everything else. Once we realized we could integrate Password Safe with Remote Support, we shaved 30–45 seconds off every support call. Over time, that adds up."
—David Hart, IT Division Manager - Customer Service, City of Dothan
With BeyondTrust Remote Support, you can empower the service desk to support Windows, Mac, Linux, iOS, Android, network devices, and peripherals with one secure tool.
BeyondTrust truly is the only remote support solution you'll ever need.
"Gaining the ability to support MacOS devices was a critical driver in our selection. At the time, we had a lot of physicians who were starting to use Apple devices in their practices, and we were using a best-efforts approach to helping them. We wanted a remote support solution that could support these devices."
—Michael Tupin, Director of Service Management, Northwell Health
"BeyondTrust gives us the ability to work with a client from any platform, and we’ve integrated the BeyondTrust SDK to our iOS apps so we can see what the customer sees in real time."
—Joshua Roberts, Infrastructure Manager, Teamwork Retail
"One guy in China had a huge file that had to get transferred ASAP. [...] Since I already had his MacBook pinned on my rep console, I offered to manually BeyondTrust-Express the file for him by using File Transfer to drop it on my desktop, then used Remote Support to access recipient's computer and file transferred it to her desktop."
—Scott C., President and Senior Engineer, Indevtech Incorporate
BeyondTrust Remote Support offers pre-built integrations for the leading service desk, CRM, and systems management solutions.
Our 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.
Eliminate manual post-session notes for technicians
Automatically collect satisfaction metrics from end users
Automate the routing of incoming tickets and incidents
"With BeyondTrust, Texas State University's first call resolution improved by 40-50%, and desk-side visits have decreased by 80-90%. Equilibrium has further helped to streamline processes by auto assigning chat support sessions, resulting in a drastic reduction in dropped sessions and faster pick up times."
—Texas State University, San Marcos
"BeyondTrust Password Safe can auto-inject credentials when remoting into a server, rather than having those credentials written down somewhere or saved in a password file or shared location. We can now automate that with Password Safe, integrate it with Remote Support and Privileged Access, and make it easier for our staff to get in under common logins."
—Mike Weiss, Information Technology Director, City of Midlothian
"With BeyondTrust, the typical response time from incident reporting to resolution has been reduced from approximately 6 hours to 15 minutes."
—Brian Bard, Business & Technology Analyst, University of North Carolina, Charlotte
Empower Users. Cut Incident Volume. Everybody Wins.
Typically, users only contact the service desk when they can't do their jobs. With BeyondTrust, you'll deflect service desk tickets by empowering users. Endpoint Privilege Management gives your users enough access to remain productive in their roles, without giving them full admin rights.
Fewer tickets related to user permissions and rights elevation
Fewer tickets related to malware or compromised apps
"One of the best things about working within the BeyondTrust ecosystem is that every solution is compatible with everything else. Once we realized we could integrate Password Safe with Remote Support, we shaved 30–45 seconds off every support call. Over time, that adds up."
—David Hart, IT Division Manager - Customer Service, City of Dothan
"With Privileged Remote Access, Password Safe, and Remote Support, we’ve ensured privileges aren’t left unchecked, preventing users from becoming entry points for attacks."
—Mike Weiss, Information Technology Director, City of Midlothian
"Our on-call support team was consistently getting calls after hours because someone needed admin credentials. To solve this issue, we leveraged Privilege Management for Windows, allowing end users to stay fluid and continue their work without engaging Remote Support. IT can track and audit that admin access, so we can still ensure those who need access are the only people who get access."
—David Hart, IT Division Manager - Customer Service, City of Dothan
Sign up to register for a free trial.
