Remote Support How to Customize Support Portals

Remote Support

How to Customize Support Portals

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Table of Contents

How to Customize Support Portals 3

Customize the BeyondTrust Support Portal 4

Upload Resources to the File Store 4

Customize the Public Site Web Template 5

Public Site Web Template 5

Help Icon 6

Show Notices and Business Hours on the Public Portal 7

Customer Notices for Alerts and Information 7

Public Portal Schedules for Regular Business Hours 8

Holiday Hours for Public Portal Availability 8

Choose Connection Options 10

Modify the Customer Client Appearance 13

Customize the Uninstall Message and Exit Surveys 16

Uninstall Message 16

Exit Surveys and Session Data Downloads 17

Advanced: Customize the CSS 19

Create the CSS file 19

Upload the CSS file to the file store 20

Reference the CSS file in the HTML template 20

Advanced: Use the API to Integrate BeyondTrust with Your External Site 22

Session Generation 22

Examples 23

SALES: www.beyondtrust.com/contact

SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

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REMOTE SUPPORT

HOW TO CUSTOMIZE SUPPORT PORTALS

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contents. Do not delete.

How to Customize Support Portals

BeyondTrust allows you to create web support portals, or public web sites, for your BeyondTrust Appliance B Series. These portals allow

your customers to request support utilizing BeyondTrust's remote support software. Each support portal can be configured to support your

organization's branding and support processes. This includes customizing logos and allowing customers to start a BeyondTrust session

using click-to-chat.

The first section of this document describes how to customize the BeyondTrust support portal using one example, Paxton Thomas

Solutions, a fictitious company which provides help desk support for another company, Technology Company. This document focuses on

the support for Technology Company in the first section. The second section describes integrating BeyondTrust into an external portal

using several BeyondTrust customer examples.

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SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

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HOW TO CUSTOMIZE SUPPORT PORTALS

Customize the BeyondTrust Support Portal

Upload Resources to the File Store

The BeyondTrust Appliance B Series provides a file store, located in the /files directory, that can be utilized to customize the public site

web template. Here is an example of uploading an image file that contains a logo. The logo image is used later to update the HTML

template itself.

1. From the /login administrative interface, go to Public Portals > File Store.

2. Under Contents, click Choose File and select the file you want to

upload.

3. Click Upload. In this example, only one file was selected and

uploaded: technologycompany_logo.png.

4. In the Customize the Public Site Web Template section, you can

see how to utilize the file that was stored through this upload

process.

Note: The maximum size for the entire file store is 1GB. However,

file store for cloud deployments may vary.

For more information, please see "Customize the Public Site Web Template" on page 5.

SALES: www.beyondtrust.com/contact

SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

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HOW TO CUSTOMIZE SUPPORT PORTALS

Customize the Public Site Web Template

Public Site Web Template

HTML templates define the layout and appearance of one or more support portals, and you can use them to alter your public portals

accordingly. HTML templates pull Cascading Style Sheets (CSS) and graphical files from the File Store. Template changes require at

least a basic understanding of HTML, but this guide will explain how to get started. HTML templates use a number of macros, some of the

most important being:

%CONTENT_AREA%

This macro is used to display the main portal sections including the representative list, session key form,

issue submission survey form, and content of the post-session landing pages. The options on the Public

Site Configuration page are used to determine which sections are visible. This macro should not be

removed.

%POWERED_BY%

Replaced by different links to more information about BeyondTrust, such as Appliance-based Remote

Desktop Control by BeyondTrust, See how BeyondTrust works, and Cross-Platform Remote

Support Software. If this macro is not defined, the image will be drawn in the bottom-right corner of the

page.

%LANGUAGE_

SELECTION%

Replaced by a language dropdown menu when more than one language is enabled. If only one language is

enabled, this macro will be replaced by the name of the enabled language. Languages are managed from

the Localization tab of the /login admin web interface.

%HEAD_INCLUDES% Adds the CSS files which control the layout and style of the page. This macro should not be removed.

Note: There are other macros included in the default HTML that can be used. Removing and/or commenting out macros is not

officially supported.

Below are step-by-step instructions to perform some basic the portal customizations. For demonstration, three changes are made:

The title is modified.

A logo is added.

A new content box is added.

You can use the following techniques for making modifications to customize your own portal, ensuring visitors know who owns it and from

whom they are getting support.

1. From the /login administrative interface, go to Public Portals > HTML Templates.

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2. Either create a new template, or select from one of the templates

listed to edit.

3. Make any necessary changes to the title text by replacing

%SUPPORT_PORTAL_PAGE_TITLE% and %SUPPORT_

PORTAL% with your page title.

4. Next add your logo by locating <div class="pageTitle"> and

adding <img height="60" style="float: right;"

src="/files/logo.png"/> on a new line immediately above it.

5. Then add a new content box by locating %CONTENT_AREA% and

adding the following on a new line above it <div

class="contentBox">helpful text</div>.

6. Click Save.

7. To see the changes made to your portal, navigate to Public Sites.

8. Locate which site lists the template you modified and click on the

associated address to load the page.

Note: The HTML template can be reverted to the default by

clicking Revert to Factory Default HTML.

Note: Administrators who wish to prevent search engines from crawling their public sites can enable the Disable Public Site

Indexing option on the /login > Management > Security page.

Help Icon

The next customized item is the help icon. The default icon is an orange box containing a question mark, and this image can be changed.

Here are the step-by-step instructions.

1. From the /login administrative interface, go to Public Portals > HTML Templates.

2. The default template is available for editing. If you have added other templates, you also can edit those templates.

3. From the Help Icon section of the HTML Templates page, click on Change Help Icon or on the existing help icon itself. Browse

to the location where the new icon is stored, select it and click Open. You can resize is as needed in the Crop dialogue window.

Note: The image size is 16×16 24-bit; any image format, such as .gif, .jpg, .bmp, or .png can be used.

4. Once the file is uploaded, the existing help icon is replaced with your icon.

Note: The help icon can be reverted to the default by clicking Revert to Factory Default Help Icon.

SALES: www.beyondtrust.com/contact

SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

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HOW TO CUSTOMIZE SUPPORT PORTALS

Show Notices and Business Hours on the Public Portal

At times, you may need to display temporary messages to customers. Rather than requiring you to modify the HTML template,

BeyondTrust provides two ways to display these messages: customer notices and public portal schedule messages.

Customer Notices for Alerts and Information

Create notifications to temporarily display on your public site, in Support Buttons, and in the customer client. By making a notice visible to

your customers, you could, for example, help alleviate a large number of sessions related to a known issue. You could also alert

customers to upcoming service windows or holidays.

Below are step-by-step instructions to create a customer notice.

1. From the /login administrative interface, go to Public Portals > Customer Notices.

2. Click Add to add a customer notice. To edit an existing notice, click

Edit.

3. Specify a name for this customer notice. This name is to identify it in

the list of notices on the /login page. It does not appear to the

customer.

4. Add the text to display on the public site, in Support Buttons, and in

the customer client. You can use macros, as well as BBCode to do

some low level formatting, such as adding bold, colors, or

hyperlinks. Click on Macros or BBCode to display a list of codes

and their resulting applications.

Tip: As a best practice, keep messages relatively short so they

can be viewed without much scrolling in the customer client. This

applies to both the native client and click-to-chat modes.

5. If this notice has a definite end time, such as a scheduled

maintenance window or upcoming holiday hours, set an expiration

date and time. Any notice which has been expired for more than 24

hours is automatically deleted. If the notice does not have a known end date, check Never Expires. This notice then remains on

your site until it is manually deleted.

6. If you have more than one public site, select which ones should display the notice. You can select multiple portals.

7. After saving a customer notice, it automatically appears on the

selected public portals and Support Buttons, as well as in the

customer client of any new sessions linked to those portals. If you

want to push a message to sessions already in progress, click

Send.

SALES: www.beyondtrust.com/contact

SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

depository institution. It is not authorized to accept deposits or trust accounts and is not licensed or regulated by any state or federal banking authority.

TC: 7/9/2024

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HOW TO CUSTOMIZE SUPPORT PORTALS

Public Portal Schedules for Regular Business Hours

Configure one or more schedules of regular business hours for your public portals. Outside of these scheduled hours, session start

methods other than session keys are removed from your public site, and a portal closed message displays on your public site.

1. From the /login administrative interface, go to Public Portals > Schedule.

2. To add a schedule for normal business hours, click Add. To edit an

existing schedule, click Edit.

3. Specify a name for this schedule. This name is to identify it in the list

of schedules on the /login page. It does not appear to the customer.

4. Create the text to display outside of regularly scheduled hours.

Messages can contain macros indicating the next open business

day and time. You can use macros, as well as BBCode to do some

low level formatting, such as adding bold, colors, or hyperlinks. Click

on Macros or BBCode to display a list of codes and their resulting

applications.

5. Set a schedule to define when customers can initiate support

sessions. Set the time zone you want to use for this schedule, and

then add one or more schedule entries. For each entry, set the start

day and time and the end day and time.

If, for instance, the time is set to start at 8 am and end at 5 pm, a

customer can start a session at any time during this window.

Sessions already in progress are allowed to continue past the

schedule end. If session keys are enabled, a representative can

send a customer a session key to start a session even outside of the

public site schedule.

6. If you have already created holiday schedules, you can select which

if any of those should apply to this regular schedule. Associations

made here also apply to the holiday schedule settings.

7. If you have more than one public site, select which should follow this

schedule. You can select multiple portals.

Holiday Hours for Public Portal Availability

When a holiday schedule is applied to a regular schedule, the hours set in

the holiday schedule override the normal business hours. Holiday

schedules can be used to set days off, days with abbreviated hours, or even days with extended hours.

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SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

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1. To add a schedule for holiday business hours, click Add under

Holiday Portal Schedules. Click the Edit icon to edit an existing

schedule.

2. Specify a name for this schedule. This name is to identify it in the list

of holiday schedules on the /login page. It does not appear to the

customer.

3. Set the date when this schedule should apply.

4. Create the text to display outside of scheduled hours for this date.

You can use Macros, as well as BBCode, to do some low level

formatting, such as adding bold, colors, or hyperlinks. Click on

BBCode to display a list of codes and their resulting applications.

5. Either select Closed all day or set a start time and end time. A

modified schedule time can either shorten the regularly scheduled

hours or lengthen them.

6. If you have already created regular schedules, you can select which

if any this holiday schedule should apply to. Associations made

here also apply to the regular schedule settings.

SALES: www.beyondtrust.com/contact

SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

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HOW TO CUSTOMIZE SUPPORT PORTALS

Choose Connection Options

Below are step-by-step instructions for updating the customer-facing support portal connection options.

1. From the /login administrative interface, go to Public Portals > Public Sites.

2. You can create multiple public sites. To add a site, click Add. To edit

an existing site, click Edit.

3. Specify a name for the site, as well as any DNS or IP addresses that

your customers will use to access this specific site.

4. Select the default Support Button profile to use with this site and the

HTML template to use.

5. Additionally, select whether this site should require SAML

authentication or not and display customer notices or not.

Note: The Require SAML Authentication option is available only if SAML For Public Portals is configured on the Users &

Security > Security Providers page in /login. If this option is selected, customers must authenticate with an identity provider

before a session is initiated using the public support portal.

Also, note that a Support Button cannot be deployed from a session that was started from a SAML authenticated public portal

and a Support Button cannot be used to start a session with a public portal that requires SAML authentication.

SALES: www.beyondtrust.com/contact

SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

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HOW TO CUSTOMIZE SUPPORT PORTALS

6. Choose which session start options you want available: a list of

available representatives, a list of active presentations, a field for

submitting one-time session keys, and a form to submit issue

descriptions. Enable the options you want available and disable the

others. In this example, only the issue submission survey is

enabled.

7. The issue submission survey can display either a list of issues or a

list of available representatives. In this example, the issue list is

enabled, and issues are displayed for all configured teams. You can

manage which issues will display on the selected public site. You

can also create up to 30 custom fields to display in the issue form.

8. Modify the help text to make the instructions specific to your support

site and customer base.

9. Start Session Using Click-To-Chat is enabled by default.

Sessions begin with browser-based chat, not requiring customers to

download or install the full BeyondTrust customer client. This is the

recommended way to start sessions. If it becomes apparent that the

full support tools are needed, such as controlling the customer's

system through screen sharing, the representative can always

prompt the customer to download the full customer client.

SALES: www.beyondtrust.com/contact

SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

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HOW TO CUSTOMIZE SUPPORT PORTALS

The customized customer support portal is depicted in the image shown

here.

An example of the help text is shown here.

For more information, please see the following:

SAML for Single Sign-On Authentication at https://www.beyondtrust.com/docs/remote-support/how-

to/integrations/security-providers/saml/index.htm

Custom Fields: Create and Modify Fields for Public Portal Issue Submissions at

https://www.beyondtrust.com/docs/remote-support/getting-started/admin/custom-fields.htm

SALES: www.beyondtrust.com/contact

SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

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HOW TO CUSTOMIZE SUPPORT PORTALS

Modify the Customer Client Appearance

Here are the step-by-step instructions that describe how to update the agreements and the system messages your customers see while

waiting for support, as well as how the customer client appears overall.

1. From the /login administrative interface, go to Public Portals > Customer Client.

2. You can modify the customer client for each public site. Select the

public site to edit.

3. Edit the text of the email that is sent to customers when a

representative sends a session key email.

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SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

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4. Next, you may customize the way the customer client displays. In

this example, the Customer Agreement, item A, is enabled, and

the text in the agreement is modified for Technology Company.

5. A separate click-to-chat agreement, item B, is also displayed and

customized.

6. The Acceptance Timeout, item C, sets how long the customer has

to accept the agreement before the session closes; this timeout can

be modified as appropriate to your needs.

7. Choose if the customer should be prompted to allow or deny

session recordings. Also choose if customer notices should display

in the customer client.

8. The Customer Greeting, On Hold Message, Click-to-Chat

Elevation Prompt, and Orphaned Session Message can all be

modified, as well.

9. If no representatives are available, the customer can be redirected

to an orphaned session URL, item D. In this example, the

customer's browser will open to

https://www.remote.support.com/faq.

10. You may also upload a custom image file to serve as the customer

client chat window banner.

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SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

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11. From the Chat Window Banner section of the Customer Client page, click Change Chat Banner to select and upload a new

banner.

Note: This image must be a .png or .bmp file. The recommended width is 480 pixels. The recommended height is 40 pixels.

12. Once the file is uploaded, all new sessions will use that image. Currently running sessions will not be affected.

Note: The chat window banner can be reverted to the default by clicking Revert to Default.

13. Depicted to the right is the BeyondTrust customer client after the

customizations for Technology Company. This is what customers

will see when they download the customer client and allow a

support representative for Technology Company to support their

system.

SALES: www.beyondtrust.com/contact

SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

depository institution. It is not authorized to accept deposits or trust accounts and is not licensed or regulated by any state or federal banking authority.

TC: 7/9/2024

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HOW TO CUSTOMIZE SUPPORT PORTALS

Customize the Uninstall Message and Exit Surveys

Uninstall Message

Here are the step-by-step instructions to modify the post-session display. The changes described allow you to customize the text

displayed at the end of a BeyondTrust support session.

1. From the /login administrative interface, go to Public Portals > Customer Client.

2. In the Post-Session Behavior section, check the box to include the

uninstall message. The uninstall message can also be customized.

3. Depicted to the right is the landing page to which customers are

directed at the end of the session. You can see how the Support

Session Complete message is displayed on this page.

4. Shown below is the message customers will see when the session

ends.

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SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

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TC: 7/9/2024

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Exit Surveys and Session Data Downloads

Here are the step-by-step instructions to create and display a customized exit survey and to enable your customers to download the chat

log and/or the video recording of their BeyondTrust support sessions.

1. From the /login administrative interface, select Public Portals > Exit Surveys.

2. Under Customer Exit Survey, click Add.

3. From the dropdown menu, select the type of question you want to

add. In this example, a dropdown menu is being added.

4. Add the question text and response options. In this example, the

question, item A, is Would you recommend our Support Team to

others? The options Yes and No are added as the options for the

dropdown menu, item C.

5. Checking the option Appear on the Default Public Site, item B,

will automatically add this question to the exit survey for the default

site. Only ten questions can be displayed on any given survey.

You must add the questions you want to ask to each public site you have configured. Here are the step-by-step instructions to add the

Recommendation question to the default site.

1. From the /login administrative interface, go to Public Portals > Public Sites.

2. Edit the site for which you want to enable the survey, and then scroll to the bottom of the page.

SALES: www.beyondtrust.com/contact

SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

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3. From the dropdown in the Post-Session Landing Page section,

select Enable BeyondTrust Remote Support Landing Page.

4. From the list of Available Questions, item A, select the questions

you would like your customer to see and move them to the

Displayed Questions list by clicking the Add button.

5. As shown with item B, the options Enable Customers to

Download Chat Transcript and Enable Customers to Download

Session Recording are checked. These settings allow Technology

Company customers to download copies of support session chat

transcript and screen sharing recordings to meet any compliance

mandates, internal or external.

6. Depicted to the right is the landing page to which customers are

directed at the end of the session. You can see how the customer

exit survey, item A, appears at the bottom of the page. These

questions could be reordered or even eliminated completely. Item

B, the session data download links, is also displayed.

SALES: www.beyondtrust.com/contact

SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

depository institution. It is not authorized to accept deposits or trust accounts and is not licensed or regulated by any state or federal banking authority.

TC: 7/9/2024

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Advanced: Customize the CSS

Advanced users can customize the cascading style sheets (CSS) files on their BeyondTrust public site. By modifying the CSS, you can

choose the fonts, colors, and so forth on your public site.

IMPORTANT!

BeyondTrust Technical Support does not offer technical assistance with CSS customization, as this is typically handled by the

BeyondTrust Services division. Furthermore, BeyondTrust cannot guarantee that a custom CSS will be compatible with all future

feature enhancements and appearance improvements. Therefore, if you customize the CSS of your public portal, be careful to

thoroughly test BeyondTrust upgrades with your custom CSS prior to upgrading your production BeyondTrust site.

To customize the CSS of your BeyondTrust public site, follow the basic process below.

1. "Create the CSS file" on page 19

2. "Upload the CSS file to the file store" on page 20

3. "Reference the CSS file in the HTML template" on page 20

Create the CSS file

Note: To create your CSS file, BeyondTrust recommends starting with the default CSS files and modifying them in a plain text

editor. The default CSS files are added by the %HEAD_INCLUDES% macro in the default HTML template. The three default

CSS files are common.css, public.css, and mobile.css. Most of the CSS rules are in common.css, but a number of crucial

rules are in public.css. The mobile.css file is used when the public site is loaded on mobile devices. It is feasible to include

the contents of all three CSS files in a single file to simplify the CSS customization process.

The steps below demonstrate how to make simple changes to your public site using a custom CSS file.

1. Create a new .css file, open it in a text editor, and create three headings:

/* COMMON CSS */

/* PUBLIC CSS */

/* MOBILE CSS */

2. Open each of the default CSS files in your browser by loading the following links, replacing "support.example.com" with the URL of

your BeyondTrust site:

https://support.example.com/content/common.css

https://support.example.com/content/public.css

https://support.example.com/content/mobile.css

3. Select all of the text in each CSS file and paste the contents of each into the corresponding sections of your new CSS file.

4. In a browser, go to your public site URL, open your browser's developer tool, and inspect the various elements to identify what

CSS attributes control them.

5. Modify the appropriate CSS attributes in your CSS file based on the information from your browser's developer tool and save your

CSS file once you are finished.

SALES: www.beyondtrust.com/contact

SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

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Upload the CSS file to the file store

1. Go to /login > Public Portals > File Store.

2. Under Contents, click Choose File.

3. Select your CSS file using the file browser and click Upload.

Note: If you already have the file uploaded, the existing version

will be overwritten by the uploaded version automatically.

Note: The maximum size for the entire file store is 1GB.

Reference the CSS file in the HTML template

1. Go to /login > Public Portals > HTML Templates.

2. Select the template to edit, or create a new one.

3. Locate the line with %HEAD_INCLUDES%, add a line after it, and

enter the following code, where stylesheet.css is the name of your

CSS file in the file store. This is case sensitive.

type="text/css" />

4. Save your changes, switch to the /login > Public Portals > Public

Sites tab, and click the URL of the site which is using the HTML

template you just saved.

If no site is currently using your template, edit or create a site which

does so. Once the site loads, it should reflect your CSS

customizations.

SALES: www.beyondtrust.com/contact

SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

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Example:

<head>

<title>%SUPPORT_PORTAL_PAGE_TITLE%</title>

%HEAD_INCLUDES%

</head>

SALES: www.beyondtrust.com/contact

SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

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Advanced: Use the API to Integrate BeyondTrust with Your

External Site

The BeyondTrust Application Programming Interface allows your development team to utilize the BeyondTrust functionality within your

own support processes and external portals. The BeyondTrust API allows you to:

Generate BeyondTrust sessions

Manage BeyondTrust sessions

Access BeyondTrust's reporting features

Back up your BeyondTrust site configuration

While the BeyondTrust API supports the different areas described above, this document only contains customer examples that utilize the

BeyondTrust API to generate BeyondTrust sessions. This document does not show examples for the other three areas supported by the

BeyondTrust API, and it is not intended to show you actual coding examples.

It is important to note that using the BeyondTrust API requires knowledge of API usage and programming as a prerequisite. It is each

customer's responsibility to manage their specific integration needs.

For more information, please see the following:

For detailed API information, the BeyondTrust API Programmer's Guide at www.beyondtrust.com/docs/remote-

support/how-to/integrations/api

For information about BeyondTrust's professional integration services, www.beyondtrust.com/services

Session Generation

Using the API, sessions can be generated in the same three ways as with the BeyondTrust public site, previously described in this

document. These methods include:

1. Selecting a named representative

2. Submitting a unique session key

3. Submitting an issue submission form

SALES: www.beyondtrust.com/contact

SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

depository institution. It is not authorized to accept deposits or trust accounts and is not licensed or regulated by any state or federal banking authority.

TC: 7/9/2024

REMOTE SUPPORT

HOW TO CUSTOMIZE SUPPORT PORTALS

Examples

IMPORTANT!

These sites are provided as examples only. Please do not contact these companies for assistance with your BeyondTrust solution.

Instead, please visit www.beyondtrust.com/support.

Depicted to the right is an example of one of BeyondTrust's customers,

Computer Integrated Solutions, who utilizes the BeyondTrust API.

Once a CIS customer selects Live Support from the main CIS web

site, the actual support page is shown. The customer can then start a

session by entering a unique session key, which is supported by the

BeyondTrust API.

SALES: www.beyondtrust.com/contact

SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

depository institution. It is not authorized to accept deposits or trust accounts and is not licensed or regulated by any state or federal banking authority.

TC: 7/9/2024

REMOTE SUPPORT

HOW TO CUSTOMIZE SUPPORT PORTALS

Another example of a BeyondTrust customer is RetailerSoft, who utilizes

the BeyondTrust API to start sessions. At this site, customers can start a

session by selecting a support representative. This representative list uses

the BeyondTrust API functionality of selecting a named representative.

In the customer example to the right, PDS Cortext Support Center uses the

BeyondTrust API to start a session by selecting a named representative.

SALES: www.beyondtrust.com/contact

SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

depository institution. It is not authorized to accept deposits or trust accounts and is not licensed or regulated by any state or federal banking authority.

TC: 7/9/2024

REMOTE SUPPORT

HOW TO CUSTOMIZE SUPPORT PORTALS

Depicted to the right is another example of a BeyondTrust customer, Barry

Trent, who uses the BeyondTrust API to start sessions using the issue

submission form.

SALES: www.beyondtrust.com/contact

SUPPORT: www.beyondtrust.com/support

DOCUMENTATION: www.beyondtrust.com/docs

depository institution. It is not authorized to accept deposits or trust accounts and is not licensed or regulated by any state or federal banking authority.

TC: 7/9/2024

REMOTE SUPPORT

HOW TO CUSTOMIZE SUPPORT PORTALS