Opening Remote Connections on Tickets
After installing the BeyondTrust Remote Assistance app, agents and admins can request remote sessions directly on any ticket page with ticket requestors. This is done by accessing the BeyondTrust widget just below the Submitted By section on any ticket.
The agent and requestor need to coordinate with each other ahead of time to determine the best time for a remote support session. The agent can request a new remote session at the appointed time simply by clicking on the Request a New Remote Session button.
This will add a note to the ticket timeline, and a ticket update notification should notify the requestor that the ticket has been updated. Please note that this updated email should not be used to coordinate the time that fits the agent and requestor’s schedule for the remote session. If needed, the agent may cancel the request from their side at any time.
Once the agent has requested a remote session, the requestor can see the request when directly accessing the ticket while logged into Incident IQ. Next, the requestor can either Accept or Deny the request for the remote session.
If the ticket requestor accepts the request, the agent will need to provide a BeyondTrust Session Key so the requestor can access a BeyondTrust remote session.
The agent can copy and paste their BeyondTrust Session key into the provided fields on the ticket. The requestor can then open the remote session on their end. Once troubleshooting has finished, the working agent or admin can close the session by clicking on Session Complete.
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Hannah Bailey - Director, Customer Engagement