Service Desk equips your organization with management capabilities to collect, organize, and handle incoming support or service requests.
Each request is represented as a ticket, which holds all available information concerning the requests. These tickets serve as a single place of truth and provide a seamless transition to TeamViewer solutions according to the issue.
This article applies to all TeamViewer customers with Premium, Corporate, or Tensor licenses.
How to access Service Desk
Service Desk is part of TeamViewer. To access it, go to https://web.teamviewer.com and sign in with your TeamViewer account.
Go to Admin settings, find Service Desk, and set up basic configurations.
Tickets
Service Desk tickets hold information about support requests.
- Assignee: Tickets can be unassigned, assigned to a user, or to a user group.
- Priority: Low, medium, high, and urgent priorities are available.
- Status:
- Open: All new tickets receive, by default, the open status.
- Processing: Users working on tickets can assign the Processing status.
- Waiting: Users waiting for a customer answer can assign the Waiting status.
- Closed: Users can close a ticket when the work is done.
- Ticket name: Tickets can be named for easier management.
- Description: Ticket description can provide a quick summary of what it is about.
- Tags: Ticket tags can provide more context to a ticket quickly and in a reusable format.
- Customer
- Email address: During email communication, this email address will be used by Service Desk.
- Phone number: Store the customer's phone number and make it easily available for your users.
How to create tickets
Tickets can be created in two different ways.
- Tickets are automatically created when you receive an email to the dedicated email address of Service Desk. This is provided to you by default. Alternatively, you can configure your own IMAP servers to create tickets from received emails. These tickets will be handled by the rules to update and distribute them.
- Tickets can also be created manually by your users. Simply navigate to list view or expert view and use the create ticket function.
Rules
Rules are provided to update and distribute incoming tickets based on your pre-defined conditions. This way, distributed tickets can be worked on immediately by teams or individually by the assigned user.
How to create rules
To configure rules, navigate to Admin settings and select rules within the Service Desk section.
Here, both enabled and disabled rules can be found. The default rule is always available to create tickets from any incoming emails, even if none of the configured rules match.
To create a rule, click on New rule. After providing basic details such as name and description, the conditions and actions can be defined.
Emails
- Notification emails: by enabling it Service Desk will send a notification email to the assigned expert or user group.
Conditions
- Tickets must match all conditions: In case multiple conditions are defined, all have a match for the actions to be executed.
- The ticket must match at least one condition: In case multiple conditions are defined, at least one condition must match for the actions to be executed.
Actions
Upon ticket creation by Service Desk from an incoming email, the ticket will be updated with the following details: status, priority, and assignment
The list view
This view provides users with a clear overview of tickets based on applied filters and user permissions. Tickets are organized by name, customer, status, assignee, priority, tags, or description.
Moreover, it allows the user to leverage search functionalities and quick filters based on status and priority.
When you select a ticket, the ticket overview side panel is shown. By choosing Go to ticket or double clicking on the ticket itself, the user is navigated to the expert view, focusing on the previously selected ticket.
The expert view
This view equips the user on the left-hand side with a ticket inbox, where tickets can be seen based on filters, search input, and permissions.
The mid-section of this view allows the user to see detailed activity logs of a ticket and track each update. Additionally, email messages are also shown here.
This section also provides the option to reply to a ticket by clicking a new email and to create a remote support session by clicking Create session.
On the right-hand side, the ticket overview is visible with the ticket information, tags, and customer information. Additionally, the user can create and view notes in the notes section.
How to create a session
Users can easily create and share QuickSupport links with customers without the need to leave the Service Desk interface.
In the expert view, after selecting a ticket, simply click on Create session. This will prompt a notification to the user asking if they want to share it immediately, which navigates the user to send an email to the customer. Alternatively, it can be copied from the ticket activity log at any time.
Once the customer has downloaded the QuickSupport module and executed it, the expert receives a notification stating that the customer is waiting. Moreover, the connect button indicates to the expert that the session is live.
In case the session expires or is closed from the Service Queue, a new one can be created as part of the same ticket.
