Configuring BeyondTrust Integration

Contact iSupport's Technical Support department for information on configuring BeyondTrust integration.

iSupport integrates with BeyondTrust for remote desktop connection and chatting. (Note: BeyondTrust is a third-party application; Bomgar software and licenses must be purchased through BeyondTrust.) Support representatives chat and access desktops remotely via the BeyondTrust Representative Console; the customer must download and run the BeyondTrust Support Customer Client in order to use the remote desktop functionality. The BeyondTrust Support Customer Client is installed only for the duration of the chat. See Using BeyondTrust Chat and Remote Control Functionality for more information.

You can configure:

• A Start New Chat Session link on the navigator and/or the Incident Display screen on a mySupport portal
• Automatic creation of an incident when a new chat session starts
• Required login for end users when using chat
• A list of available support representatives to display when an end user initiates a chat session
• Automatic closure of incidents when a chat session has ended and/or a customer or support representative completes a survey
• Import of sessions on closure and automatic save of session recordings
• Chat information to be included in incidents

Note: In addition to BeyondTrust, iSupport utilizes or integrates with a number of third party applications and resources; changes in these external applications and resources may have a negative impact on functionality in iSupport. Depending on the nature and degree of the change, iSupport will, at its discretion, revise the current version of iSupport or make a corrective change in a future release of iSupport.