What is the difference between TeamViewer Session and TeamViewer Connection

Hello,

does anybody know what is the difference between:

TeamViewer Session with session code sXX-XXX-XXX
and TeamViewer Connection with Partner ID?

As I understand both type of remote connection use TeamViewer channel.

TeamViewer Session is used by FreshService and I want to understand, what is so special at TeamViewer Session, that TeamViewer Connection cannot provide?

TV Frage 01.jpg TV Frage 02.jpg

Looking forward to your replies!

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DomLan

Hi @Nuriia,

starting from the document indicated by @Esther, I try to bring you some elements that were useful for answering the same questions a few years ago.

Freshdesk is a tool for managing support requests. TeamViewer allows assistants to connect remotely and resolve reported problems.
Freshdesk is for ticketing.
TeamViewer is for remote assistance.
This is the common scenario: the two products work in symbiosis.

Since Freshdesk is a web tool it cannot (...not completely true, but we assume that it is..) directly access your client and initiate a TeamViewer connection between you (assistant) and your client who reported a problem via Freshdesk, use an indirect method: sessions.

Think of a session as a reserved room for the connection between you and your customer: a link remains on the ticket for the customer's use and consumption (it has a time validity that you can establish). You also receive a link to access the same session. Depending on the configuration, you receive an alert for this session on your TV's client too, and can check when the user will actually be logged in both from your client and from the TeamViewer web management console. When you both have activated your link, the TeamViewer connection will be established.

In practice, the session is a guided tool to establish a connection between you and your interlocutor. No exchange of ID or password to log in. You can also create a session directly from your TV client. You will only be asked for destination's email address.

One big advantage of creating TeamViewer's sessions from Freshdesk is keep the evolution of a ticket in details.
The alternative is to ask the assistant to manually track all the steps required to resolve the ticket.

Here you will find the official list of reasons provided by Freshdesk for adopting integration with TeamViewer.

I don't work for either Freshworks or TeamViewer.

Regards

All comments

DomLan

Hi @Nuriia,

starting from the document indicated by @Esther, I try to bring you some elements that were useful for answering the same questions a few years ago.

Here you will find the official list of reasons provided by Freshdesk for adopting integration with TeamViewer.

I don't work for either Freshworks or TeamViewer.

Regards

Esther

Hi @Nuriia

Thanks for your question. Great one indeed!

First of all, I would say there are no major differences, but the way of starting a connection and the module used.

You can start with this article and I hope this one will already answer most of your questions: What is a TeamViewer ID?

If there is anything unclear, please feel free to come back into this thread and ask more ?

Best,

Esther

Nuriia

Hi @Esther ,

hi @DomLan ,

thank you for the detailed information!

Another question, when I end TeamViewer Session, does TeamViewer API send a singnal, that session (sXX - XXX - XXX) has been ended?

The background of my question: if TeamViewer API does send a signal, then it would be possible to program to automatically end timer. This is the feature we need, which is currently not available in FreshService.

DomLan

Hi @Nuriia,.

sorry for late...

Through the API you are able to query the system and acquire information. Then you can get the details of a connection that has just ended.
What you ask instead is to be informed, proactively, by the system itself (by TeamViewer), of the fact that a connection has just ended. The WebHooks are part of this scenario, a communication channel that has a different logic: it is you who offer an end-point to which you can be called to be updated on a specific event.

As far as I know this mechanism is not yet available, although recent advances made to integrate TeamViewer with Teams should make use of webhooks.

Regards