It's here! BeyondTrust Support just got smarter.
We told you something big was coming. Today, we're delivering on it.
Starting at 3:00PM EDT June 22nd BeyondTrust Support is live with an agentic AI solution on the front line of your support experience — an always-on, intelligent teammate working alongside our support engineers to get you moving faster than ever before.
What does "agentic" support actually mean?
This isn't a chatbot throwing canned answers at you. Agentic AI is fundamentally different it understands context, reasons about your issue, and acts the way an experienced engineer would.
From the moment you open a ticket, the agent is already working:
- Rapid acknowledgement — no more waiting in queue to know your case is being handled
- Intelligent triage — reads your description, classifies the issue, and prioritizes correctly
- Pulls exclusively from our knowledge — searches across our technical documentation, knowledge base, and your historical case patterns in seconds
- Surfaces relevant first steps — based on your specific scenario, environment, and product
- Hands off cleanly — when human expertise is needed, your engineer arrives with full context already in hand
What this means for you:
Faster responses. Consistent, relevant answers. Our support engineers are still here - freed up to focus on the complex, high-impact problems that need their 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 are handled by our team from the very first touch.
- Your environment stays yours. Agents handle tickets, emails, and follow-up actions — they do not act directly in your product or environment.
How do you get started?
You don't need to do anything different. Open tickets the way you always have. The experience will speak for itself.
This has been a long road from whiteboard to launch — months of proof-of-concept work, integration building, and rigorous internal testing before a single customer ticket ever saw it. We wouldn't ship it if we weren't proud to put it in front of you.
Faster help. Smarter triage. Better support. Starting today.
— The BeyondTrust Support Team
