Knowledge Base

About Zendesk

Zendesk is a web-based ticket system that offers an elegant solution for ticket management and help desk issues.

Prerequisite

To get started with TeamViewer in Zendesk Support, an administrator must create a custom ticket field prior to installation to store the TeamViewer session information:

1. Go to Admin settings ➜ Ticket Fields ➜ Add Field ➜ choose Text.

2. Choose a title e.g. ‘TeamViewer App’ to be shown to Agents with the required permissions.

3. Once taken back to the list of ticket fields, find your new Field ID and copy it.

Configuring the TeamViewer app

After installation, the administrator will need to configure the TeamViewer App to their specific settings. To change the TeamViewer App settings, users will need to navigate to Settings ➜ Manage Apps ➜ Locate TeamViewer ➜ Change Settings

Within the TeamViewer settings, administrators can optionally choose to restrict the App usage to different roles & groups created within their Zendesk Support instance under the General Settings. 

To configure the TeamViewer integration, navigate to the 2nd tab ➜ App Configuration. Here administrators will paste their custom ticket field ID that was created in the previous step to display the App Title and Usage to agents. Administrators will need to configure a custom predefined link text that the customer will receive when inserting remote session details to a customer.

Additionally, administrators can create a custom waiting message their customers will see when waiting for a supporter via the customer waiting portal.

Using the TeamViewer app

Now that we have completed the prerequisites, installed & configured the App, agents can support their customers by creating service cases and sharing session links to customers via the Support ticketing system.

Authenticating TeamViewer Account

*Required one-time Oauth sign in to authenticate the TeamViewer company administrator account and license before sessions can be generated.

* Note: If you experience issues displaying the TeamViewer App in the widget area, please make sure to choose ‘Reload all Apps’ in top right corner.

Create Service Case

With the TeamViewer App enabled, agents can now enter the ticket view, choose a customer ticket and create a customer session link to be shared for remote assistance.

When the session code has been generated, the App interface will change to display the session code and different options such as:

1. Regenerate a session
2. Insert link into ticket
3. Connect to session

Created sessions are valid until 24 hours after creation and then will expire. In the event a customer has not joined a session within 24 hours a new service case will need to be created by the agent for the customer.

Once the custom QuickSupport has been created, the TeamViewer company administrator can apply the branded module to the Zendesk group used for customers interacting with the customer session links.