Service Queue - TeamViewer Support
<main> <article class="userContent"> <p>With the Service Queue, you can organize spontaneous customer support on the team. Support requests are collected in the service queue and depicted using a service case. Each service case represents the inquiry of a customer who needs help. After they are created, individual service cases can be worked on individually by colleagues from your team.</p><p>The service queue is part of the TeamViewer Management Console. To access the TeamViewer Management Console, go to <a href="https://login.teamviewer.com" rel="nofollow noreferrer ugc">https://login.teamviewer.com</a> and log in with your TeamViewer account. Next, click on the <strong>Service queue </strong>in the sidebar.</p><div class="blockquote"><div class="blockquote-content"><p class="blockquote-line"><em>This article applies to all TeamViewer customers with a Premium, Corporate or Tensor </em><a href="https://www.teamviewer.com/en/pricing/" rel="nofollow noreferrer ugc"><em>license</em></a><em>.</em></p></div></div><p><br></p><h3></h3><h2 data-id="what-is-a-service-case">What is a service case?</h2><p>The service case represents a customer’s support request. New service cases are created each time a customer needs help via TeamViewer. A service case can be compared with a ticket in a ticket system and is represented by a unique session code.</p><p><br></p><h3 data-id="-1"></h3><h2 data-id="how-to-create-a-service-case">How to create a service case</h2><p>If a customer needs help, a service case can be created in several ways.</p><ul><li>You can create a service case manually.</li><li>Your customers can open your custom QuickSupport module, which automatically creates a service case.</li><li>Your customers can click the SOS button on their desktops.</li></ul><p>The most convenient way to leverage service cases is via creating a custom TeamViewer QuickSupport module that will be linked from your customer’s desktop once it is first launched. If your customer clicks on the shortcut on their desktop (call SOS button), a new service case will automatically be created.</p><ul><li>To create a custom QuickSupport module with an SOS button, go to <a href="https://login.teamviewer.com" rel="nofollow noreferrer ugc"><strong>https://login.teamviewer.com</strong></a><strong> </strong>➜<strong> Design & Deploy Custom modules</strong>➜<strong> Add QuickSupport</strong>.</li></ul><p><br></p><h3 data-id="-2"></h3><h2 data-id="how-to-manage-a-service-case">How to manage a service case</h2><p>All service cases are collected within the service queue, which can be seen as the ticket system for service cases.</p><ul><li>For an overview of all service cases, go to <a href="https://login.teamviewer.com/?_ga=2.172398051.1756242344.1673215705-2025583914.1666017428" rel="nofollow noreferrer ugc">https://login.teamviewer.com</a><strong> </strong>➜<strong> Home </strong>➜<strong> Service queue </strong>➜<strong> Sessions</strong>.</li></ul><p>To get a service case solved, you can assign them to users of your company profile. Additionally, you can directly connect to your customer without entering a TeamViewer ID and password by using the service code linked to each service case. Therefore, a created service case also appears in your <a href="https://community.teamviewer.com/t5/Knowledge-Base/What-is-a-TeamViewer-Account/ta-p/4442" rel="nofollow noreferrer ugc">Computers & Contacts list</a>.</p><p>Learn more about automated service case assignments: <a href="https://community.teamviewer.com/English/kb/articles/26670-automated-service-case-assignment" rel="nofollow noreferrer ugc"><strong>Automated Service Case Assignment</strong></a>.</p><p><br></p><h3 data-id="-3"></h3><h2 data-id="how-to-check-the-status-of-a-service-case">How to check the status of a service case</h2><p>A service case can have the following statuses:</p><ul><li><strong>New</strong>: A service case was created. Neither the assignee nor the customer has connected to the session.</li><li><strong>Pending</strong>: One of the connection partners has connected to the session.</li><li><strong>In progress</strong>: Both connection partners have connected to a remote session. This is the case if the assignee starts the session and the customer connects to it or if the customer starts the connection and the assignee requests a remote session.</li><li><strong>Closed</strong>: The session was closed by the assignee or the case creator (see above).</li><li><strong>Expired</strong>: The case was not closed within 24 hours.</li></ul> </article> </main>
