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Integrations BeyondTrust Remote Support

Integration · IT and identity

BeyondTrust Remote Support + Finn.

BeyondTrust Remote Support integration with Finn. BeyondTrust Remote Support helps IT teams assist employees through remote support sessions.

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The work behind the connection

What you can do with BeyondTrust Remote Support.

BeyondTrust Remote Support helps IT teams assist employees through remote support sessions.

Resolve routine device problems before remote escalation

Finn investigates a familiar device problem, executes the approved endpoint repair, and only opens a BeyondTrust session when hands-on support is genuinely still required.

Typically handled byRemote service desk intake team

Starts when

An employee reports a device issue through the support conversation.

What Finn handles

  1. Collect the symptoms and retrieve the device's permitted inventory and status from Microsoft Intune.
  2. Follow the documented troubleshooting procedure and execute its authorized endpoint action through Intune.
  3. Confirm the employee's result and close the ServiceNow case when the issue is resolved.
  4. If remote assistance remains necessary, create a BeyondTrust session with the gathered evidence and the correct support queue.

The result

Routine repairs are completed directly; remaining remote work starts with a populated case and the investigation already recorded.

Run remote-support appointment coordination

Finn handles the scheduling and session preparation around an authorized remote-support visit, connecting the employee's availability to the technician's session and the final service record.

Typically handled byRemote support scheduling coordinator

Starts when

A ServiceNow case requires a technician to access the employee's device with their consent.

What Finn handles

  1. Find a suitable appointment through Microsoft Graph calendar availability and obtain the employee's confirmation.
  2. Book the appointment and generate the BeyondTrust session entry for the assigned representative or queue.
  3. Send the session instructions through the designated channel and attach the case reference and issue context.
  4. After the support session finishes, import the available report and update the appointment and case with the outcome.

The result

The remote-support visit is scheduled, connected to its evidence, and documented through the session result.

Carry a complex conversation into technician support

Finn owns the continuity work when a troubleshooting conversation needs a specialist, keeping the employee's context attached to the BeyondTrust session and following the case back to completion.

Typically handled byTechnical support escalation coordinator

Starts when

The documented troubleshooting path reaches a step that requires an authorized representative.

What Finn handles

  1. Create the BeyondTrust virtual-customer session and route it to the support queue.
  2. Add the conversation and case attributes so the representative receives the investigation already performed.
  3. Keep the conversation connected through supported chat events while the technician performs the required remote work.
  4. Collect the session outcome, confirm any remaining employee issue, and update or close the linked ServiceNow case accordingly.

The result

The escalation preserves context and returns a documented service result instead of ending with an unexplained transfer.

Complete the service record after every remote session

Finn performs the documentation and follow-through normally left to the technician after a support session, connecting the report to the original case and completing the remaining administrative actions.

Typically handled byRemote support operations administrator

Starts when

BeyondTrust sends the event that an authorized support session has finished.

What Finn handles

  1. Retrieve the permitted session report and match its session attributes to the original ServiceNow case.
  2. Record the troubleshooting actions and confirmed outcome without copying unnecessary sensitive session content.
  3. Send the employee the agreed follow-up instructions and create any specifically required follow-up task.
  4. Resolve the service case when the recorded work and employee confirmation support closure, or retain the exact outstanding issue.

The result

The support visit leaves a complete case history and actionable follow-through rather than an unattached session report.

Coordinate support for a returning issue

Finn reconnects a repeat device complaint to its prior remote-support history, completes any documented repeatable remedy, and gives a specialist the exact unresolved change when further work is needed.

Typically handled bySecond-line remote support team

Starts when

An employee reports that a recently serviced device has developed the same problem again.

What Finn handles

  1. Find the previous BeyondTrust session report and related ServiceNow resolution for that employee's device.
  2. Compare the new symptoms with the prior fix and current Microsoft Intune device observations.
  3. Execute the approved repeatable remedy through Intune when applicable and confirm its result.
  4. For unresolved cases, open the BeyondTrust session with the prior evidence and record the eventual technician outcome.

The result

Repeated support begins from the existing investigation and closes against a recorded repair or a precise remaining exception.

Complete a remote-support evidence request

Finn assembles the authorized support-session evidence required for an operational review, gives the reviewer a usable record, and tracks any resulting corrective service work.

Typically handled bySupport quality or internal review coordinator

Starts when

An authorized reviewer requests the support history for a named case, device, or bounded period.

What Finn handles

  1. Identify the reviewer's permitted scope and retrieve the matching BeyondTrust session reports.
  2. Connect sessions to their ServiceNow cases and summarize the recorded actions, outcomes, and outstanding follow-ups.
  3. Deliver the evidence through the designated document destination with access limited to the designated reviewers.
  4. Create and follow the specific corrective tasks the reviewer approves, recording their completion against the review request.

The result

The review request produces an accessible evidence record and tracked corrective work without claiming a compliance certification.

Connection setup

Set up the connection around your work.

Contact Finn to discuss the records your workflow needs and the actions you want it to perform.

Your team chooses what Finn can access, what agents can change, and when a person must approve the work. The connection needs the appropriate account access and permissions from BeyondTrust Remote Support.

The Finn platform

Finn Agents

Help customers. Work with your team. Finish the job.

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Finn Systems

Business apps for the work behind the conversation.

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Finn AI Gateway

Control connected AI apps, models, access, and spending.

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Meet Finn

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