File Quicksupport always downloaded

juergen_k

Hello,

I have included File from Quicksupport at Sharepoint/-Company-portal. so every times an user click the button, to request support, every time is the file Quicksupport downloaded, so that some users have a lot of numbered files of Quicksupport. And every time was the SOS button created on desktop. Why? How can avoid this?

I want 2 x clicks for users:: 1) request 2) share screen

Regards Juergen

JeanK

Hello @juergen_k

Thank you for your message.

This is exactly the scenario the QuickSupport and the SOS button are meant for.

In order to realize this, you need to make sure to implement your QuickSupport link (e.g get.teamviewer.com/juergenquicksupport) in your company portal and to set up your custom QuickSupport correctly. This means:

1. Make sure the SOS button function is activated
2. You set up the default assignee on Unassigned (so every supporter of your company gets the support case request)
3. You automatically add the users to a group in your Contacts list (in my example, I called the group Customers)

With these settings, once the users/customers that will run your customized QS through your portal, a notification will be visible for you and your supporter team in your Management console (you can also get an email notification or a pop-up in your TeamViewer client, please read this article for more information about it). At the end of the session, an SOS button will be created if the users will need support in the future.

Here is all the documentation that covers the topic:

• How to create a custom QuickSupport module (Video tutorial) 
• QuickSupport and SOS button
• How can I link to TeamViewer from my website?
• Automated Service Case Assignment 
• Improve support in teams with the Service Queue

This is just for you to get more general information about how everything works. My instructions are enough to implement what you are asking for.

Let me know if I can assist you further or if my explanations need more clarification.

Best,

Jean