ServiceDesk Plus from ManageEngine

TeamViewer Integration Partner:
ServiceDesk Plus by ManageEngine

Figure 1: Create TeamViewer remote sessions directly from incident request forms in ServiceDesk Plus.

Extend the Capabilities of ServiceDesk Plus with TeamViewer Cross-Platform Remote Control and Augmented Reality Support Capabilities

The increasing complexity of providing technical support for internal employees and external customers has posed a tremendous challenge to IT and customer support departments globally. IT leaders expect this trend to continue as the number and diversity of connected devices is estimated to double in the coming decade. Customers demand high-quality customer support, which has become as important as the product itself when doing business.

That’s why TeamViewer partnered with ManageEngine to integrate TeamViewer remote access, remote control, and augmented reality (AR) remote support seamlessly into the cloud version of ServiceDesk Plus.*

The TeamViewer integration with ServiceDesk Plus by ManageEngine empowers IT administrators and customer support specialists to remotely and securely access and control corporate devices, provide IT services to internal employees, and troubleshoot technical issues for external customers — all from the ServiceDesk Plus platform.

* This integration is currently only available in the US.

TeamViewer for ServiceDesk Plus Solution Highlights

Cross-Platform Support

Resolve technical issues by remotely accessing and controlling any computer from any kind of desktop or mobile device with TeamViewer remote support capabilities.

Efficient Communications

Create and join support sessions directly from the ticketing system, so you don’t have to toggle back and forth between ServiceDesk Plus and your remote support solution.

Easy Collaboration

Streamline collaboration and support processes, enabling customers to join remote sessions by clicking a TeamViewer link in automated email invitations.

Remote Onboarding

Accelerate application onboarding and reduce service calls by remotely guiding employees to configure and use corporate applications in real time, without compromising the security of corporate data.

Key Benefits

Improve IT Support Efficiency

Support representatives remotely connect to employee devices from within the ServiceDesk Plus ticket to diagnose and resolve software issues faster.

Create a Flexible Support Flow

Administrators create session requests and invite users directly from the ticket or any other screen through automated email.

Extend IT Capabilities

Extend the capabilities of your internal IT department by enabling them to connect to company resources directly from ServiceDesk Plus.

How It Works

Getting Started with TeamViewer for ServiceDesk Plus by ManageEngine

Remote Device Support

After connecting the cloud version of ServiceDesk Plus to a TeamViewer licensed account, support representatives can securely connect to any device to enable a service or troubleshoot an issue. Customer support representatives can quickly and easily support customer devices using the ServiceDesk Plus ticketing system.

Augmented Reality Support

Through ServiceDesk Plus, experts can initiate augmented reality remote support video calls with customers or employees to see what they see through their smartphones or tablets, enabling them to troubleshoot hardware, machines, and other industrial equipment — without being there in person.

Seamless, Efficient Communication

The end-to-end process for providing remote support is quick and intuitive, eliminating back-and-forth phone calls, frustrating emails, and inefficient support services.

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