It's Here! - A Smarter, Faster Front Line for BeyondTrust Support

Support just got faster. And now it talks back.

Starting today (August 17th), you can chat with BeyondTrust's Agentic Support in real time. No ticket, no queue, no waiting for a reply to land in your inbox, just open the chat and start typing.

Behind the chat is the same agentic AI that's already been working your cases: it understands context (situational information, background, problem statement etc.), searches our technical documentation and knowledge base, and surfaces the next step while you're still in the conversation. When human expertise is needed, it hands off cleanly, with the full thread already in hand, making sure you have the ticket number for reference.

Same team. Same expertise. A shorter path to an answer.

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