TeamViewer Integration Partner: Zendesk
Introducing TeamViewer Integration with Zendesk
In the modern world – the era of ecommerce and next-day delivery – customers increasingly demand faster and more efficient customer support from service providers and retailers alike. In this landscape, businesses of all kinds, shapes and sizes need effective technology solutions to help them meet customer expectations and remain competitive.
This is where the TeamViewer app for Zendesk comes in. This integration combines Zendesk’s scalable customer service and engagement platform with the powerful remote support capabilities of TeamViewer. By integrating TeamViewer with Zendesk Support and/or Zendesk Chat, you’ll be able to manage all your support tickets in one place, seamlessly establish remote connections with customers, and thereby provide more responsive service.
What is Zendesk?
Zendesk is a customer service software and web-based support ticketing system. With its impressive range of features, it provides an elegant and scalable solution for help desk ticket management and for customer service more generally. With Zendesk Support, for example, you can consolidate all your customer support communications in a centralised help desk interface. This allows support agents to deal with tickets as efficiently as possible. Zendesk Chat, on the other hand, provides you with powerful live chat and messaging tools. These allow support agents to engage customers directly, across different platforms, websites, and messaging apps.
Key features of the TeamViewer Zendesk integration
- Create and join remote support sessions from directly within Zendesk tickets
- Insert TeamViewer session links into Zendesk tickets or chats
- Easily switch from chats to remote sessions, reducing wait time and improving satisfaction
- Monitor open Zendesk sessions from the TeamViewer Management Console
- Use other TeamViewer features including file transfer, chat, video conferencing, online whiteboard, session recording, and much more
The TeamViewer app for Zendesk also adheres to the same high standard of security you expect from TeamViewer in general. Both your and your customers’ data remain secure thanks to:
- RSA 2048 public/private key exchange
- End-to-end AES (256 bit) session encryption
- Random passwords for one-time access
- Two-factor authentication (optional)
- Access controls via trusted devices
- Custom blacklists and whitelists
Tangible benefits for you and your customers
Integrating TeamViewer into Zendesk Support and Chat gives you the tools you need to make even complex customer service operations manageable. The core benefit of this is that you are able to give your customers more effective and individual support, resulting in increased customer satisfaction. For instance, with the TeamViewer app, you can open and manage all your support cases from a single platform, without ever having to switch programs to establish remote connections or communicate with customers. This seamless connectivity enables you to troubleshoot problems much more quickly, reduce ticket resolution times, and therefore provide a better service.
In addition, customers don’t have to install any software on their end and the TeamViewer integration with Zendesk works instantly behind any firewall and proxy. This means no extra configuration steps are required to get your remote support sessions underway, helping you shorten resolution times even further. Plus, thanks to the TeamViewer app’s multi-compatibility, you can support customers on any of the following operating systems: Windows, macOS, Linux, Android, iOS, Chrome, and Blackberry.
How to install the TeamViewer app
First, head to the Zendesk Marketplace, and ensure that you find the correct page for the app integration you want – Zendesk Support or Zendesk Chat. Simply click install, and you can begin configuring the app to fit your needs. Note that you will need to have already installed Zendesk and have a TeamViewer account to proceed.