The BeyondTrust Remote Assistance app allows districts to utilize remote assistance features within an Incident IQ ticket. Once installed, all tickets will automatically display the BeyondTrust Remote Assistance widget below the Submitted By section. This provides the district with the following benefits:
Streamlines the remote request process for both agent and requestor
Provides requestors with step-by-step instructions on how to accept a remote assistance request
Tracks each step of the remote session through the ticket timeline, including date and time stamps
Installing BeyondTrust Remote Assistance App
To install the BeyondTrust Remote Assistance app, begin by clicking on Incident IQ Apps > Browse on the left navigation bar.
Under the Remote Assistance section, click on the BeyondTrust Remote Assistance app. Next, click on the Install button and follow the steps to complete the installation.
The last step is to add the Connection URL. Navigate to Administration > Site Options on the left sidebar. Search for Beyond Trust settings. Here enter the Connection URL.
Most likely be a subdomain of your company’s primary domain (e.g., support.example.com). Please note for this Incident IQ setting, the entire URL, minus the “login/” should be entered.
For more information on the connection URL, please see BeyondTrust Documentation.
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Hannah Bailey - Director, Customer Engagement