Managing IT issues is now easier with TeamViewer ONE's new Resolution Center! It provides a centralized workspace where support teams can track, assign, and resolve cases from a single location. With the new case management capabilities in TeamViewer ONE's Resolution Center, teams can manage issues from investigation through resolution, all from a single workspace for users of the web client.
Let us introduce you to the Resolution Center of TeamViewer ONE:
The Resolution Center provides a centralized workspace where teams can create cases, assign ownership, track progress, manage impacted devices, and maintain a complete activity history.
At the core of this workflow are Cases, which help teams organize and manage resolution efforts transparently.
Cases help your team investigate, coordinate, and resolve issues in a structured way. Each case brings together relevant information, activities, ownership, and impacted devices in a single location, making it easier to collaborate, maintain visibility, and keep a complete record of the resolution process from start to finish.
For ultimate ease of access, all cases are listed below Latest Issues:
The Go to dropdown provides quick access to All Cases, All Missing Patches, and All Available Insights, allowing your team/users to navigate directly to the areas where they can investigate the issues identified in the Resolution Center.
Case Management
TeamViewer ONE’s Resolution Center provides centralized case management, giving your teams clear visibility into all open and closed cases across the organization. Key details such as status, severity, impact, and category are displayed at a glance, helping teams prioritize work, track progress, and make sure issues are resolved efficiently.
The Resolution Center shows cases created by Supporters by including details on how many devices are affected, who takes care of the issue, and more:
Clicking a case opens a detailed view that includes an activity log and dedicated Remote Control and Script Deployment actions, enabling your team to investigate and resolve issues directly from the case:
Note: Users can also add Notes to cases to provide additional context, progress updates, etc.
Your teams can add their case by defining which devices are affected and which user groups are assigned to the particular case:
Everyday Example
Rosa, an IT administrator, begins receiving reports that employees in the finance department cannot connect to a critical business application. To keep the investigation organized, she adds the case to the Resolution Center, links all affected devices, and assigns it to the application support team.
As the team investigates, they document updates, track actions taken, and monitor progress directly within the case. With all relevant information and impacted devices available in one place, Rosa can easily follow the resolution process and keep stakeholders informed until the issue is resolved.
Try out the Resolution Center and let us know how it helps your team stay on top of IT issues from investigation to resolution. Would the Resolution Center fit into your team's support process? What challenges are you hoping it can help you solve?
You can find more information about TeamViewer ONE’s Resolution Center in our Knowledge Base: The Resolution Center in TeamViewer ONE
