Something big is on the way and it's going to change how you experience BeyondTrust Support.
We've been listening. You've told us what matters most when you open a case: answers. This includes fast acknowledgement, clear next steps, predictable communication, and a sense that someone (or something) is on it. So we built for exactly that.
Coming soon, BeyondTrust Support is rolling out an agentic AI layer on the front line of our support experience. An always-on, intelligent teammate that works alongside our support engineers to get you moving faster than ever.
What is "agentic" support, really?
This isn't a chatbot that throws canned answers at you and calls it a day. Agentic AI is fundamentally different, it understands context, reasons about your issue, and acts the way an experienced engineer would.
When you open a ticket, the agent will be ready to:
- Acknowledge almost instantly — no more waiting in queue to know your case is being worked
- Triage with intelligence — read your description, classify the issue, and prioritize correctly
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Pulls exclusively from our knowledge — searching across our technical documentation, knowledge base, and your historical case patterns in seconds
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Recommend first steps — surface the most relevant troubleshooting steps based on your specific scenario, environment, and product
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Hand off cleanly — when human expertise is needed, your engineer arrives with full context already in hand
What this means for you:
Faster first responses. Smarter routing. More consistent answers. And most importantly, support engineers who are freed up to focus on the complex, high-impact problems that needs human expertise.
A few things we want to be crystal clear about:
- Humans are still in the driver's seat. Our support engineers aren't going anywhere. Agentic AI is here to amplify them, not replace them.
- Your most critical issues go straight to humans. Severity 1 outages and major incidents will continue to be handled by our team from the very first touch.
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Your solution, your access. Agents will handle tickets, emails, and follow up actions. Agents will not act directly in your product or environment.
Why now?
The honest answer: because the technology is finally good enough to actually help. We've spent months running this through a rigorous proof of concept, building the integrations, and putting it through user acceptance testing with our own teams before it ever sees a customer ticket. We wouldn't roll it out if it wasn't ready to make your day better.
What's next?
Keep an eye on BeeKeepers for the official launch announcement (June). When it goes live, you don't need to do anything different, just open tickets the way you always have, and you'll see the experience evolve.
We're genuinely excited about this one. It's been a long road from whiteboard to launch, and the team has built something we're proud to put in front of you.
Faster help. Smarter triage. Better support. Coming soon.
— The BeyondTrust Support Team
