Knowledge Base

Back to support overview

Tia (TeamViewer Intelligent Agent) allows you to enhance your remote support sessions by diagnosing and resolving issues more efficiently. It provides real-time guidance to troubleshoot technical problems on the remote device, making support faster and more accurate. One major advantage is that it can analyze the remote device’s performance and system data, offering tailored suggestions to solve the issue.

This article applies to Business, Premium, Corporate, Tensor, and TeamViewer ONE customers running Windows on their devices.

Benefits

Tia provides fast, AI-powered analysis of system information collected from the remote device, enabling efficient troubleshooting without needing deep technical expertise.

Key advantages

  • Rapid diagnosis of common issues like software crashes, slow performance, connectivity problems, and hardware malfunctions.
  • Simplified analysis of complex system data through an accessible AI interface.
  • Access to verified solutions from Session Insights: Tia analyzes permitted session summaries from validated past support sessions and uses them to suggest proven and context‑relevant troubleshooting steps.
  • Improved IT helpdesk KPIs, including reduced time-to-resolution, higher first-contact resolution rates, and lower support costs.

Prerequisites

Before using Tia, ensure the following:

  • Both the supporter’s and the end user’s devices are running TeamViewer version 15.77 or newer.
  • The new TeamViewer user interface is activated on the supporter's device.

Note: Tia currently supports Windows-to-Windows connections, but that will change soon.

How to set up Tia

To set up Tia, please follow the instructions below:

  1. Sign in to your TeamViewer account within the TeamViewer client.
  2. Go to the Admin settings.
  3. Within the Organization Management section, click TeamViewer AI.
  4. AI features are enabled by default. To turn them off, click Deactivate.

Tia is available whenever AI features are enabled; no additional Tia activation is required.

How to use Tia

To use Tia, please follow the instructions below:

  1. Start a remote session with the device you want to support.
  2. On the supporter’s in-session toolbar, click the Tia button.
  3. Describe the issue you face on the remote device in natural language (e.g., “The device is running slow”) and hit Enter.

    Hint:     You can request insights about the actual device and receive troubleshooting suggestions based on its real-time system data, but you can also ask any IT-related questions.  
  4. Wait for Tia to analyze the problem and suggest solutions or troubleshooting steps.  
  5. Follow the suggested steps to resolve the issue.
  6. If needed, ask follow-up questions for clarification or additional support from Tia.

Hint: You can take a screenshot and include it in your conversation by clicking the screenshot icon, just under the text field.

Get verified solutions from Session Insights with Tia

If the user has permission to view Session Insights, Tia can use validated session summaries from past support sessions to provide trusted troubleshooting guidance during an active remote session. This helps surface proven solutions that are grounded in real support cases, not generic recommendations. The insights are applied in the context of the current device and issue to keep suggestions accurate and relevant.

How to get insights from Session Insights using Tia

  1. Start a remote session with the device you want to support.
  2. Open Tia from the in‑session toolbar.
  3. Ask a question related to the issue you are troubleshooting, such as recurring errors or previously resolved problems.
  4. If you have Session Insights permissions, Tia analyzes past session summaries and suggests verified solutions based on past sessions.
  5. Review the recommended steps and apply them to resolve the issue.

AI credit-based payment model, AI credits and AI credits add-on

Session Insights is part of the AI-powered TeamViewer Intelligence services, which include Session Insights and Tia (TeamViewer Intelligent Agent). These services use an AI credit‑based payment model. When TeamViewer Intelligence services are used during a remote session, one AI credit is consumed per session, regardless of the number of AI actions. For example, generating a session summary and sending 12 messages to Tia in the same remote session consumes one AI credit.

AI credits are automatically assigned on the first day of each month. The number of AI credits available to you depends on your license. The remaining AI credit balance is displayed at the top right of the AI admin settings page.

Customers can purchase additional AI credits both in the Customer Portal and directly in-product from the AI Settings page. Purchased AI credits follow the rules of the AI Credits Add-On:

AI Credits Add-On
Our AI credits are available as an annual subscription add-on, co-termed to your main license.

  • Usage policy: Credits reset upon renewal; unused credits expire and do not roll over to the next term.

  • Mid-term activation: For first-time purchases made mid-cycle, you receive the full annual credit allotment at a pro-rated price. These credits remain valid until your main license renewal date.