Connect to QuickSupport by multiple support-agents

svetlozar_draganov · 2021-03-23T08:11:01+00:00

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Dear All,

Recently we have introduced a change in our workflow with customers by start using a QuickSupport module. It provides a much better user experience and it's much convenient for the support agents too.

Since now our team is mainly working from home it's no longer possible for multiple agents to gather together on the same desk and participate in the same remote-session with the customer.

Is there a way to allow multiple support-agents to connect to the same QuickSupport-session? This is essential for our workflow and we really would like to have it in the QuickSupport module as well as we have it in the full TeamViewer application.

Thanks in advance.

Svetlio

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Accepted answers

JeanK

Hello @svetlozar_draganov,

This is a good question. A session code (customized module) can only be assigned to one user.

However, we found a workaround for your use case.

After the establishment of the connection via the session code, you can add additional users within the session via the menu Actions ➜ Invite additional participants:

2021-03-23 11_53_44-Private computer - TeamViewer.png

All comments

svetlozar_draganov

The invited participant wasn't actually connected to any session.

There is some kind of issue with the user-rights or something like that. I found the same reports from other users in the community.

https://community.teamviewer.com/English/discussion/64442/teamviewer-number-of-sessions-per-user

The latest 4 posts of the above's thread helped me to find a workaround to this issue. For some reason Invite Participant option doesn't work if the invite-side never ever connected to the invited side. This is very confusing and there is no way for the user to know that.

In the documentation is only stated that the invited-user should be registered in the Computers & Contacts Lists. Maybe this needs to be added into the documentation and the error-message should redirect the user to it.

This behavior might be also a bug into the software. It doesn't make much sense to have such behavior out of the box. If established remote-session is mandatory, it should be intuitively suggested by the software instead of showing non-sense popup message.

https://community.teamviewer.com/English/kb/articles/71040-remote-session-toolbar-windows#toc-hId--2105174471

Regards,

Svetlozar Draganov

JeanK

Hello @svetlozar_draganov,

This is a good question. A session code (customized module) can only be assigned to one user.

However, we found a workaround for your use case.

After the establishment of the connection via the session code, you can add additional users within the session via the menu Actions ➜ Invite additional participants:

svetlozar_draganov

Thanks for the suggestion, we haven't thought about that.

We'll try it and let you know if it does the trick or not.

svetlozar_draganov

Hello @JeanK

We did a several tests using different accounts, machines, groups and so on but no matter what we do we can't invite a participant with already established quick-support remote-session.

This error popup immediately as the participant is invited:

I have tried to move the user to different groups, created by different owners but without any effect.

Any idea what's going on? Also is there a documentation about this feature so I could learn more about it?

JeanK

Hello @svetlozar_draganov,

This is expected behaviour. Only participants with no current remote session can be invited.