Monthly Buzz - August - Remote Support

What’s New in BeyondTrust Remote Support 26.2: Knowledge That Outlasts the Session
 

Converting live sessions into structured, reusable knowledge without sacrificing security, BeyondTrust Remote Support 26.2 eliminates administrative burden and accelerates resolution times. High-volume service desks can now maintain complete visibility and zero trust credential handling while keeping technicians moving at full speed.
 

Knowledge That Works as Hard as Your Service Desk

Automatic session knowledge and stronger security for high-volume service desks 
 

Modern service desks operate under constant pressure to resolve issues quickly while maintaining strict control over access and credentials. Far too often, service desk efficiency and security are treated as competing priorities, forcing teams to trade speed for governance or governance for speed. This compromise extends to knowledge transfer as well. As IT environments expand and issues become more complex, support teams must maintain proper session hygiene and reporting to keep everyone aligned.  
 

Historically, crucial resolution context (including what went wrong, what was attempted, and what ultimately worked) was either left with the technician who handled the ticket, or depended on whether they had time to write thorough follow-up notes after. Anyone who encountered a similar issue later would miss out on context or new learnings.  
 

BeyondTrust Remote Support 26.2 closes that gap. By combining AI-generated session summaries, in-session credential injection, and enforced phishing-resistant authentication, this latest release converts every support session into structured, reusable knowledge—without compromising technician speed or relaxing a single security control. 
 

Read on for the highlights, or view the complete release notes for detailed technical updates.
 

What's New in Remote Support 26.2?

1. AI Session Summaries Capture Session Knowledge Automatically 

After a support session ends, technicians traditionally have had to pause and manually document what happened from memory, recalling the issue, the troubleshooting steps taken, and the final outcome. This process is time-consuming, easy to rush, and often skipped entirely, leaving the next technician without the context they need. Remote Support 26.2 introduces AI Session Summaries (in beta) to eliminate this operational burden. 

• AI Session Summaries (Beta): When a session ends, technicians can generate a structured, standardized summary. This information improves knowledge and context sharing across the team and ensures consistent reporting. 

• Note: Remote Support 26.2 includes an initial, minimal version of AI Session Summaries, which we will continue to iterate with users ahead of the general availability (GA) release. 

• How to access: AI Session Summaries are available in beta for this release. An admin can enable it for their teams via the admin/login console. 

Why AI Session Summaries Save the Whole Team Time: 
 

The time savings compound across the whole service desk. Technicians reclaim lost time by skipping manual write-ups, while the next person to touch a ticket no longer needs to decipher vague notes or try to reconstruct what happened. Context will be stored with the session afterwards. For an organization, that means less duplicated effort, lower labor costs, and fewer errors caused by confusion and miscommunication. 
Continue Reading  HERE 

Customer Case Study
ivision: How ivision Simplifies and Scales Identity Security with BeyondTrust

Latest Available Version:
Remote Support 26.2.2 - August 2026
Remote Support 26.2.1 - July, 2026
Remote Support 26.1.2 – July, 2026

Beekeepers Hot Topics

Remote Support - Support Button - No Prompting User
Is there a method to setting up the Support Buttons (or now call “standby Jump Clients”) to not prompt the user for any input when launching and send the session to a queue?

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Upcoming and In Case You Missed It Webinars

User Group:  Q1 Remote Support User Group
Upcoming Q3 Remote Support Virtual User Group - September 24, 2026
Tech Talk Tuesday: AI-assisted work-flow with Pathfinder AI and Pathfinder MCP – July, 2026
EMEA Tech Talk Tuesday: Beyond the Endpoint: Where Privilege Went Next, and How Entitle Follows - August, 2026
APJ Tech Talk Tuesday: Beyond the Endpoint - August, 2026
Tech Talk Tuesday: Just-in-Time Access to Elevated Cloud Privileges - August, 2026
Podcast: The Adventures of Alice & Bob: Cyber Security and the Art of story Telling
Road Maps: Remote Support Road Map - September 14, 2026
Road Maps: Remote Support Road Map - August, 2026

Webinars:
What's New! Remote Support 26.2 Release  - August, 2026
Why Zero Trust is Essential for Agentic AI Security  - August, 2026
Microsoft Vulnerability Landscape 2026: (Part 2) Emerging Risks & Expert Perspectives - August, 2026
EMEA Microsoft Vulnerability Landscape 2026: (Part 2) Emerging Risks & Expert Perspectives -August, 2026
Weaponizing Claude Code Hooks: C2 Through the Skill Lifecycle - August, 2026
How Attackers Get In Without Hacking Your Password (Part 1) – September 3, 2026
Securing Critical National Infrastructure - September 15, 2026
Removing Ransomware’s Favorite Foothold in Education – September 16, 2026
The Fastest Path to Administrative Control (Part 2) – September 16, 2026
Monitoring, Threat Hunting and Detection of Privilege Abuse (Part 3) – September 29, 2026