Managing your support team within TeamViewer - 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 TeamViewer users with a Premium or Corporate </em><a href="https://www.teamviewer.com/en/pricing/" rel="nofollow noreferrer ugc"><em>license</em></a><em>.</em></p></div></div><p>TeamViewer offers several features to improve managing your support team within TeamViewer.</p><p><br></p><h3></h3><h2 data-id="teamviewer-management-console">TeamViewer Management Console</h2><p>The most basic feature for working efficiently in a team is the <a href="https://login.teamviewer.com" rel="nofollow noreferrer ugc">TeamViewer Management Console</a>. It is basically the main hub for managing your TeamViewer Support Team. Please find below some of the most popular features.</p><p><br></p><h3 data-id="-1"></h3><h2 data-id="company-profile">Company profile</h2><p>With the TeamViewer Management Console, you can manage multiple TeamViewer accounts at a company level using a <a href="https://login.teamviewer.com/nav/users" rel="nofollow noreferrer ugc"><strong>company profile</strong></a>. A company profile offers many options like managing users or allocate their permissions.</p><p>No matter if you want to share contacts with a user, assign permissions, or log TeamViewer sessions of the user for billing purposes – the company profile can do all that in a centrally managed fashion.</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/3K4J5UZTS97Z/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/3K4J5UZTS97Z/image.png" alt="image.png" height="221" width="998" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p><strong>📌Note</strong>: Using a company profile requires a TeamViewer <a href="https://www.teamviewer.com/pricing/" rel="nofollow noreferrer ugc">Premium or Corporate license</a>.</p><p>To create your own TeamViewer company profile, log in to the <a href="https://login.TeamViewer.com" rel="nofollow noreferrer ugc">Management Console</a> and click <strong>User Management (</strong>1) on the left. Once there, enter the desired Company Profile name in the appropriate box (2).</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/HD6GJHI1ZP7B/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/HD6GJHI1ZP7B/image.png" alt="image.png" height="268" width="998" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h3 data-id="-2"></h3><h2 data-id="channel-groups">Channel groups</h2><p>A company profile can also be used to manage the access to your TeamViewer license on a group level and control the access to your available TeamViewer channels. As an administrator, you have control of who is using your license at any time.</p><p>With <a href="https://youtu.be/tZ68mwriG-c" rel="nofollow noreferrer ugc">channel grouping</a>, you can define, which of your team members should be able to use a defined number of tasks. For example, assign one channel out of all your available channels to your boss so he always can establish a licensed TeamViewer connection if urgent without running into channel limitations.</p><p>To get your hands on channel groups, log in to the <a href="https://login.TeamViewer.com" rel="nofollow noreferrer ugc">Management Console</a> and click your <strong>profile</strong> in the upper right corner. In the next window, go to <strong>General</strong>, and click the drop-down to the right of the desired license and select <strong>Create Channel Group</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/EJ984ZJWD0GY/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/EJ984ZJWD0GY/image.png" alt="image.png" height="640" width="909" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h3 data-id="-3"></h3><h2 data-id="service-queue">Service queue</h2><p>Take advantage of the service queue to organize customer support within and with your team. The service queue is best described as a ticket system for support requests.</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/VSDZ4LMHFSE9/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/VSDZ4LMHFSE9/image.png" alt="image.png" height="435" width="999" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>Your customer’s support requests are collected in the TeamViewer Management Console and displayed as service cases. Each time one of your customer’s needs help via TeamViewer, a new service case is created within your service queue. Your customers can for example create a service case by clicking a <a href="https://youtu.be/nRatJ1XzSsw" rel="nofollow noreferrer ugc">TeamViewer SOS button</a> on their desktop.</p><p>The individual service cases can be assigned to supporters within your team. Like an email in a ticket system, service cases can have different statuses from <strong>New</strong> to <strong>Closed</strong> or <strong>Expired</strong>.</p><p>To solve a service case, it is possible to establish a remote session to the customer directly out of the TeamViewer Management Console.</p><p>To get a first hands-on on the service queue, log in to the <a href="https://login.teamviewer.com/LogOn" rel="nofollow noreferrer ugc">TeamViewer Management Console</a> and navigate to <strong>Home</strong> > <strong>Service Queue.</strong></p><p><br></p><h3 data-id="-4"></h3><h2 data-id="settings-policies">Settings policies</h2><p>The TeamViewer Management Console can also be used to configure TeamViewer settings for all your devices.</p><p>You can apply settings to every device that is managed by your account by creating a setting policy. The policy will include setting for the client like access controls, reporting, password settings and many more.</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/2ISIS4N61KWM/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/2ISIS4N61KWM/image.png" alt="image.png" height="592" width="894" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>This lets you <a href="https://www.youtube.com/watch?v=W8hKUvmkGxo" rel="nofollow noreferrer ugc">centrally manage the settings</a> of every TeamViewer installation within your company and enables highest security standards rolled out centrally.</p><p>To create your settings policy, log in to the <a href="https://login.teamviewer.com/LogOn" rel="nofollow noreferrer ugc">TeamViewer Management Console</a> and navigate to <strong>Home</strong> > <strong>Design & Deploy</strong> (1) > <strong>Policies (2) </strong>><strong> Add policy </strong>(3)<strong> </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/56W9P4PEJONK/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/56W9P4PEJONK/image.png" alt="image.png" height="402" width="998" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>Setting policies can either be assigned to a group of devices a single devices.</p><p>For more Information about TeamViewer Policies, see the article <a href="https://community.teamviewer.com/t5/Knowledge-Base/How-to-add-a-new-settings-policy/ta-p/4860" rel="nofollow noreferrer ugc">How to add a new policy</a>, or the <a href="https://www.teamviewer.com/en/support/documents/" rel="nofollow noreferrer ugc">TeamViewer Manual – Management Console</a>.</p><p><br></p><h3 data-id="-5"></h3><h2 data-id="computers-contacts-sharing-groups">Computers & Contacts – Sharing groups</h2><p>With the Computers & Contacts list you have the option to share groups or computers and contacts with individual contacts from your list.</p><p>This way, entire groups can be made available to your team quickly and easily. You can assign different permissions (read, read/write, full access) to users you share groups with.</p><p>Learn more about: <a href="https://community.teamviewer.com/t5/Knowledge-Base/Sharing-groups/ta-p/30221" rel="nofollow noreferrer ugc">Sharing groups - How do the permission levels for group sharing in TeamViewer differ?</a></p><p>Sharing always inherits settings you already defined for computers or contacts within the group. Once a group is set up with computers and, for example, access settings are defined and the device is assigned to you, your team can start working immediately as soon as the group is shared with them.</p><p>To share a group, log in to the <a href="https://login.teamviewer.com/LogOn" rel="nofollow noreferrer ugc">TeamViewer Management Console</a> and navigate to the desired group under <strong>Groups</strong>. Click the pencil to the left of the group, and then select <strong>share</strong>.</p><div class="embedExternal embedImage display-medium float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/W40NSSK7EH6Y/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/W40NSSK7EH6Y/image.png" alt="image.png" height="232" width="263" loading="lazy" data-display-size="medium" data-float="none"></img></a> </div> </div> <p><br></p><p>Learn more about: <a href="https://community.teamviewer.com/t5/Knowledge-Base/Sharing-groups/ta-p/30221" rel="nofollow noreferrer ugc">Sharing groups - How to share a group through the Management Console (Video tutorial)</a></p><p><br></p><h3 data-id="-6"></h3><h2 data-id="teamviewer-api">TeamViewer API</h2><p>Using the TeamViewer API, you can integrate TeamViewer features into other systems like CRM, ticket systems, helpdesk solutions, Active Directory or web-apps.</p><p>Take advantage of the following features that can be integrated into your systems:</p><ul><li>Session management</li><li>Online Meetings</li><li>User management</li><li>Reporting</li><li>Group management</li><li>Computers & Contacts</li></ul><p>For more Information about the TeamViewer API, visit <a href="https://www.teamviewer.com/en/integrations/" rel="nofollow noreferrer ugc">https://www.teamviewer.com/en/integrations/</a> and read the Knowledge Base article about <a href="https://community.teamviewer.com/t5/Knowledge-Base/Is-there-a-TeamViewer-API/ta-p/3682" rel="nofollow noreferrer ugc">Is there a TeamViewer API?</a> </p><p><br></p><h3 data-id="-7"></h3><h2 data-id="teamviewer-msi">TeamViewer MSI</h2><p>TeamViewer MSI is an alternative installation package for the full version of TeamViewer or the TeamViewer Host. TeamViewer MSI is used to deploy TeamViewer via Group Policy in an Active Directory domain.</p><p>By downloading the MSI package, you’ll receive the <em>TeamViewer Manual – MSI</em> with additional information.</p><p><strong>📌Note</strong>: Using a TeamViewer MSI requires a TeamViewer Corporate license.</p> </article> </main>
