TeamViewer Quick Support Custom Module

smackin25

Hi,

Wondering if someone can help, with a question around QuickSupport Custom Module. I am an admin in my corporate TV account. I have created a custom quick support module. The idea being that I can download and distribute the associated TeamViewerQS.exe of this custom module to a number of Windows devices. When any of the users of these devices need remote support them can open up the TeamViewerQS.exe that I distributed to their desktop. This would then create an entry in the corporate service queue where any of our support representatives could pick it up and do a remote session with the end user to resolve their issue. However when a user clicks on the TeamViewerQS.exe that I distributed to their desktop the case only appears in the service queue of the account that created the QuickSupport custom module. I have ensured that the config of the custom module has the default assignee set to Unassigned but this doesnt seem to help.

From the docos it seems any support rep should be able to pickup the case in the service queue but this is not what I am experiencing

Anyone else experienced this or can offer any guidance/help.

Appreciation and thanks in advance.

Ying_Q

Hi @smackin25,

Welcome to the TeamViewer forum, and share your use case with us!

To share the service queue sessions in the pool and for the support representatives to assign, there are 3 more main steps to set up within TeamViewer. Apologies in advance that this reply will be long, as multiple screenshots are attached. Thank you for your patience!

Firstly, add the support representatives as contacts to your TeamViewer account, you may complete this step in the TeamViewer client or the TeamViewer Management Console. I am sharing the steps in the TeamViewer client.

The email of the contact request will be automatically sent to the support representatives. Please allow 5-10 minutes for the email to be received, and then Approve Request.

Moving to the second step—sharing the group. Please ensure that you select and edit in the respective group. Again, the support reps will also receive the email about the share group and need to confirm the action.

When the QuickSupport session is online, you and the team will be able to see the sessions under Service Queue in TeamViewer client.

To assign the session, simply select the session and click on Assign.

Again, thank you for your patience in getting to the end of the post. Hope the steps are clear for you to follow. Let me know if these actions would be helpful too!

Best,

Ying_Q