HaloITSM BeyondTrust Integration

Integrate BeyondTrust with ITSM Software

BeyondTrust enables you to remotely access and fix nearly any device, running any platform, located anywhere in the world. With Remote Support, support professionals can work on multiple systems simultaneously, chat with multiple end-users at once, and work with other reps in the same session to fix problems faster.

With the BeyondTrust integration, users will be able to streamline support and improve performance with remote support. End users will be able to initiate remote support via the self-service portal for quick resolutions.

Support technicians will be able to launch a secure remote support session from a ticket to immediately start resolving issues. This enables an increase in first call resolution rates, shortens ticket response times and negates the need for on-site visits.

How the BeyondTrust with ITSM software integration is beneficial for you

• Automatic updates to the ticket to provide detailed analysis and visibility
• Support technicians can remotely support multi-platforms such as laptops, desktops, POS systems, kiosks and more
• Secure remote support from any browser with no downloads required
• Track performance and log session activity for security, compliance and training
• Choose from on-premise and cloud deployment

Use Case

Problem
An employee isn’t receiving any emails and thinks his Outlook has stopped working. He tries to resolve this himself however the Knowledge Base articles can’t help him. Therefore, he raises a ticket in HaloITSM so someone from the support team can help him.

Solution
The ticket is picked up by the support team. They run initial checks but can’t see what the problem is and realise they need to access the employees computer. With the BeyondTrust integration, they can start a remote session from within HaloITSM. They let the employee know and click on the link within the ticket. They can then easily solve the issue remotely and the employees emails work again.

To find out about our other integrations available, visit our integration page.