Request support / service queue when TeamViewer Host is installed – reliable approach

Schooan

Hi TeamViewer Community,

I’m working on a Windows desktop application (WPF) for customers and I’m trying to design a robust “Request help” button that behaves correctly in all TeamViewer installation scenarios.

Goal

One button: “Request help”
It should always do the right thing:

• If TeamViewer Host is installed and assigned to our tenant, support should connect via Host (unattended / managed device).
• If Host is not installed or not assigned to us, the user should be routed into a QuickSupport / request support session (service queue / ad-hoc support).

Observed behavior / problem

In practice, starting a QuickSupport-style flow becomes unreliable when Host is installed:

• On some machines, a “request support session” or QS launch works.
• On others (with Host installed), the OS / TeamViewer integration seems to prefer the installed Host or full client instead of QS.
• This makes the same button behave differently depending on the local installation mix (Host vs full client vs QS).

I can’t find clear documentation stating whether QS / request support is officially supported when Host is present, or if this behavior is expected.

What we can already detect locally (Windows)

Locally we can reliably:

• Detect TeamViewer Host product (via uninstall registry entries).
• Read the TeamViewer ID (ClientID) from the registry.

So we always know:

• HasHostInstalled = true/false
• TeamViewerId = <id or null>

Tenant ownership check

To verify whether a Host belongs to our tenant, we attempted to use the TeamViewer Management API.

• “Access token is of wrong type. You need a UserToken to call this function.”
• This suggests that OAuth with a UserToken (authorization_code flow) is required to query devices.

That is doable, but it significantly increases complexity, and it’s not clear whether there is a simpler or more intended way for this specific use case.

Questions

1. Is there an officially supported way to trigger a “request support session” / service queue flow when TeamViewer Host is installed on the client machine?
   • Or is the expectation that Host installations should always be handled via unattended access instead of QS?
2. For verifying that a TeamViewer ID belongs to our tenant:
   • Is OAuth UserToken truly the only supported method to query devices?
   • Is there any recommended alternative (e.g. company-level or service-to-service approach)?
3. From a best-practice perspective:
   • Is the recommended architecture to let the client send the TeamViewer ID to a backend,
     and let the backend decide Host vs QS based on tenant data?

Constraints

• Many different customer environments:
  • Host installed & assigned
  • Host installed but not assigned
  • Full client only
  • No TeamViewer installed
• We want one button, predictable behavior, and minimal user interaction.

Any guidance, documentation references, or confirmation of expected behavior would be greatly appreciated.

Thanks in advance.