TeamViewer supports you and your customers in correctly, efficiently, and effectively using your products and services. You can plan this demand intelligently: From now on, when creating a custom module in the TeamViewer (Classic) Management Console, you can select an account and assign all service cases automatically to it.
You have two options:
- Either the custom module setup with a shared groupset with a Default assignee, or
- set to Unassigned.
The default assignee applies to unshared groups, whereas you will need to set an assignee for shared groups. If you do not assign a person, each service case is passed to all shared group members.
We recommend creating a custom module to collect customer service cases in a service queue and setting a default assignee for all service cases created via a specific module.
The Automated Service Case Assignment feature is supported by TeamViewer Host and the QuickSupport module.
If you would like to learn more about the TeamViewer modules and QuickSupport, please look at the following articles:
This article applies to all users with a Premium or Corporate license in TeamViewer 13 (or higher) or a Premium, Corporate or Tensor subscription.
Requirements
To be able to use these features, you must meet the following requirements:
- You are using TeamViewer 13 or higher
- You own a TeamViewer 13 Premium or Corporate license (or higher)
- A TeamViewer Host is installed if you do not use the QuickSupport module.
📌Note: Linux is not supported.
Summary
Earlier, service cases created via a custom module were unassigned. The administrator had to assign all new service cases to the right person. Now, you save time: The service cases are passed to the right team members without delay, and customers' wait time is reduced.
How to activate automated service case assignment
- Log in to the TeamViewer (Classic) Management Console and choose Design & Deploy. Then, click the + button and choose QuickSupport, or choose Host.
- In the following dialog box, activate the Allow customer to initiate a service case checkbox, select the group you want the module to be assigned, and select a Default assignee.
- Click on Save.
⚠Reminder:
If the group is shared
- If you set the Default assignee to a specific user, only this user will receive the service cases from this module.
- If you set the Default assignee to Unassigned, all users who have access to the group will receive the service case request.
If the group is not shared, all requests will be sent to the user that created the module and the group.
The new service cases from custom modules will be automatically assigned to the preset user only.
You can also activate the feature for existing modules once you have migrated them to the latest version. You can change the assignees anytime; a module restart is necessary.
