Automated Service Case Assignment - TeamViewer Support
<main> <article class="userContent"> <p><br></p><h2 data-id="general">General</h2><div class="blockquote"><div class="blockquote-content"><p class="blockquote-line"><em>This article applies to all users with a Premium or Corporate </em><a href="https://www.teamviewer.com/en/pricing/" rel="nofollow noreferrer ugc"><em>license</em></a><em> in TeamViewer 13 (or higher) or a Premium or Corporate subscription.</em></p></div></div><p>TeamViewer assists in supporting you and your customers to use your products and services correctly, efficiently and effectively. You can plan this demand intelligently: From now on when creating a custom module in the <a href="https://login.teamviewer.com/LogOn" rel="nofollow noreferrer ugc">TeamViewer Management Console</a>, you can select an account and assign all service cases automatically to it.</p><p>You have two options:</p><ol><li>Either the custom module setup with a shared groupset with a <strong>Default assignee</strong>, or </li><li>set to <strong>Unassigned</strong>.</li></ol><p>The default assignee applies to unshared groups, whereas for shared groups, you will need to set an assignee. If you do not assign a person, each service case is passed to all members of the shared group.</p><p>We recommend, that you create a custom module to collect customer service cases in a service queue and set a default assignee for all service cases that are created via a specific module.</p><p>The Automated Service Case Assignment feature is supported by TeamViewer Host and the QuickSupport module.</p><p>If you would like to learn more about the TeamViewer modules and quick support, please have a look at this Blog article <a href="https://community.teamviewer.com/t5/Community-Blog/Brand-Your-TeamViewer-Modules-for-an-Integrated-Appearance/ba-p/4030" rel="nofollow noreferrer ugc">Brand your TeamViewer Modules for an Integrated Appearance</a> or this Knowledge Base article on <a href="https://community.teamviewer.com/t5/Knowledge-Base/Quick-Support-and-SOS-button/ta-p/3962" rel="nofollow noreferrer ugc">Quick Support and SOS button</a>. Also, please check this video on <a href="https://community.teamviewer.com/t5/Knowledge-Base/Create-custom-modules-Video-tutorial/ta-p/8627" rel="nofollow noreferrer ugc">Create custom modules</a>.</p><p><br></p><h3></h3><h2 data-id="requirements">Requirements</h2><p>To be able to use these features, you must meet the following requirements:</p><ul><li>You are using TeamViewer 13 or higher</li><li>You own a TeamViewer 13 Premium or Corporate license (or higher)</li><li>A TeamViewer Host is installed in case you do not use the QuickSupport module.</li></ul><p><strong>📌Note</strong>: Linux is not supported.</p><p><br></p><h3 data-id="-1"></h3><h2 data-id="summary">Summary</h2><p>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.</p><p><br></p><h3 data-id="-2"></h3><h2 data-id="how-to-activate-automated-service-case-assignment">How to activate automated service case assignment</h2><p>1) Log in to the TeamViewer Management Console and choose <strong>Design & Deploy</strong>. Then, click the the <strong>+ button</strong> and choose <strong>QuickSupport</strong>, or choose <strong>Host</strong>. </p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/PGD1IXLNP2D2/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/PGD1IXLNP2D2/image.png" alt="image.png" height="543" width="875" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>2) In the following dialog box, activate <strong>Allow customer to initiate a service case</strong> checkbox, select the group you want the module to be assigned to, and select a <strong>Default assignee</strong>.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/GFL8NDNW8C47/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/GFL8NDNW8C47/image.png" alt="image.png" height="759" width="1490" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>⚠<strong>Reminder:</strong></p><h4 data-id="if-the-group-is-shared">If the group is shared</h4><ul><li>If you set the Default assigne to a specific user, only this user will receive the service cases coming from this very module. </li><li>If you set the Default assignee on <strong>Unassigned</strong>, all users who have access to the group will receive the service case request. </li></ul><p><strong>If the group is not shared</strong>, all requests will be sent to the user that created the module and the group.</p><p><br></p><p>3) Click on <strong>Save</strong>.</p><p><br></p><p>From now on, the new service cases from custom modules will be automatically assigned to the preset user only.</p><p>You can also activate the feature for existing modules once you have migrated them to the latest version. You can change the assignees at any time, just a restart of the module is necessary.</p> </article> </main>
