Quick Support in "New interface"

b10r

I have quick support configured for the group that I named "Support".

Once I enable the "New interface" the "Support" group is missing and I can't find any pending sessions to connect.

Find more posts tagged with

QuickSupport

Accepted answers

JeanK

Hi @jdaniel,

Thank you for asking your question!

I've good news for you - managing service cases got even easier in the new interface.

You can now use Service Queue. With Service Queue, you can manage the services cases and assign them to any team member.

We explain how it works here: Manage service cases with Service Queue

Let me know if you have any further questions! I'll be happy to assist.

/JeanK

All comments

JeanK

Hi @jdaniel,

Thank you for asking your question!

I've good news for you - managing service cases got even easier in the new interface.

You can now use Service Queue. With Service Queue, you can manage the services cases and assign them to any team member.

We explain how it works here: Manage service cases with Service Queue

Let me know if you have any further questions! I'll be happy to assist.

/JeanK

jdaniel

Hi @JeanK

I think the issue I'm having is the same as what is being mentioned here. I have included a screenshot to be sure.

I'm unable to find a way to assign a custom QuickSupport case when it appears in the list within the new interface. Here is what I'm referring to within the old interface. Is this possible in the new interface?

Thanks

JeanK

Hi @Pathaf65 and @Raytel,

Thank you for your feedback.

I can confirm that the Service Queue is now available in the new interface.

You can access it via the Service Queue button on the left-hand side of your interface.

Some important information before you start using it on the new interface:

Custom modules created via the Management Console (login.teamviewer.com) cannot be edited via the new interface (yet).
Using custom modules created in the new interface will (currently) require the end user to enter the session code manually. Therefore, the supporter must send the session code displayed after creating a support session to the end user.

Let me know if you have any further questions! I'll be happy to assist.

/JeanK

Raytel

https://community.teamviewer.com/English/discussion/comment/144163#Comment_144163

Just happened across this on Google today trying to figure out what went wrong here. Looks to me that we just have to wait for them to finish the new view, you'll need to toggle out to the old view it seems like the only way.

I do find it baffling this wasn't included before they started getting people to test the new look. It's more or less a core feature to the software and the fact this was raised in March and it still isn't done all while having the flashy toggle to convince you to try the new view out is a bit of a joke.

Pathaf65

Is there any answer yet. I have no idea how to connect my custommers now.

JeanK

Hi @b10r,

Thanks a lot for posting here and welcome to the TeamViewer Community!

I can see that you are using a custom QuickSupport that you assigned to a specific group.

This functionality is called the Service Queue.

The Service Queue is currently not available and usable in the New Interface. This is why you can't see the group and find the pending session requests to connect.

Our team is working on it. We'll make sure to give you an update once we found a solution for this use case.

Thanks again for taking the time to report this and if you have any questions, please feel free to ask them here!

All the best,

JeanK