BeyondTrust integration with HappyFox Help Desk enables agents to effortlessly initiate remote support sessions directly from a support ticket. This integration streamlines the process of providing hands-on assistance to customers, enhancing collaboration and ensuring quicker issue resolution. Agents can generate BeyondTrust sessions, share them with customers through ticket replies, and manage remote sessions efficiently, all within the HappyFox platform.
Applicable Plans: ✔ Pro ✔ Enterprise Pro ✔ All Unlimited agents plan
Managing BeyondTrust Integration:
To enable BeyondTrust integration within HappyFox Help Desk, follow these steps:
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Navigate to Apps, then click Remote Support.
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Select BeyondTrust and click Install.
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Enter the required authentication details:
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Remote Support URL: Provide the base URL of your BeyondTrust account.
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For Example: If your remote support URL is https://support.happyschool.org/devices, enter https://support.happyschool.org.
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Ensure the URL includes https:// or http:// to avoid errors.
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Client ID and Client Secret: Enter the authentication credentials provided by BeyondTrust.
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Click Save to complete the setup.
How to Generate Client ID and Client Secret in BeyondTrust:
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Login to your BeyondTrust account.
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Navigate to Management → API Configuration.
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Click Enable XML API.
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Click Add to create a new API account. Name it HappyFox Helpdesk or something similar.
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Set Command API to Full Access.
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Under Reporting API, check Allow Access to Support Session Reports and Recording.
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Under Configuration API, check Allow Access.
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Make a note of the OAuth Client ID and OAuth Client Secret and store this information in a secure location. These are used later in configuring the integration.
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Click Save.
How to Add a Session Link to a Ticket:
To add a BeyondTrust session link to a support ticket, follow these steps:
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Open the ticket where you want to add the Session link.
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In the right pane, under the BeyondTrust section, agents will see the following placeholder message:
"No BeyondTrust session was created for this ticket"
There will be an option at the top that says "Generate BeyondTrust session." Click on this link to generate a BeyondTrust session link.
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After clicking, the system will create a session and display the BeyondTrust session link along with the session created on timestamp.
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If a session has already been created, agents will have the option to "Regenerate session" if necessary.
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To include the session link in the ticket reply, click "Add session details to reply." This will automatically insert the generated session link into the reply editor.
Frequently Asked Questions:
- Does this integration support two-way communication between BeyondTrust and HappyFox?
No, the integration is one-way. While agents can generate session links in HappyFox, session details from BeyondTrust are not automatically updated back into the ticket.
- How can I regenerate a BeyondTrust session code for a ticket?
To regenerate a session code, open the ticket and navigate to the BeyondTrust section in the right pane. If a session has already been created, click the "Regenerate session" option. This will replace the existing session code with a new one, and the updated session link will be displayed along with the new timestamp.
- Are session details stored in the ticket for future reference?
Yes, the session details (link and timestamp) are displayed in the BeyondTrust section of the ticket. However, regenerated session details will replace the previous ones.
- How can I unlink my BeyondTrust account from HappyFox?
To unlink your BeyondTrust account, navigate to Apps → Remote Support → BeyondTrust, and click Uninstall. This will disconnect the integration and remove the linked account. Note that any previously created session links will remain in the tickets.