TeamViewer extension for Zoho Desk enables agents to create sessions, join sessions and view related connection reports. The integration of remote access and remote control functionality empowers agents to resolve issues faster and increase their productivity as well as having a positive impact on customer satisfaction.
To use this TeamViewer integration for Zoho Desk, customers require a TeamViewer Tensor license.
Please keep in mind that Integrations are not included in basic license packages. They have to be purchased separately as AddOns. For more information, please visit our website: http://www.teamviewer.com/integrations
Installing the TeamViewer extension
You can download the TeamViewer extension for Zoho Desk at https://marketplace.zoho.com/desk/teamviewer-for-zoho-desk.
Once you open the TeamViewer listing, click Install and then Continue. You should then see the screen below.
You will then be prompted to Authorize with your TeamViewer account that has a valid license activated. Each user will need to connect their Zoho Desk account with their TeamViewer account before they can start using the integration. This action only needs to be performed once.
Finally, from the Preferences screen, you can set the 'Waiting Message' the session duration and the email template for sharing the session_URL. These configurations can only be performed from accounts with administrator permissions.
The installation of the TeamViewer extension comes with a default email template. Administrators can edit and adapt the email template according to their company requirements. In the template, you can include variables like $ContactName, $Session_URL, and $AgentName to auto-populate the corresponding values from the ticket.
Managing TeamViewer sessions
Once you have successfully installed the TeamViewer extension and connected with a licensed TeamViewer account you're ready to use the extension. From the Tickets screen click the Panels icon
to make the integrations panel appear on the right-hand side. There, you will see the Teamviewer extension (if you have multiple extensions you may need to scroll or re-order them) with the option to create a service case as shown below.
Once a service case has been created, you can see information like the session id, the session expiry date and the customer link as well as a button for the admin to start the session and an option to Share the Customer link. An example is shown in the image below.
By clicking Share session the pre-defined email template with the populated addressee, submitter name and TeamViewer customer_link will be added to the Ticket history and sent to the submitter.
On the end user side, once they click the link, a runtime executable TeamViewer QuickSupport client will be downloaded and executed (unless TeamViewer is already installed).
Now the supporter only need to click Start Session and the remote control connection is setup.
Session & Connection Reports
Ticket-specific sessions and connections
To enable agents to view the history of sessions created and remote control connections made, a special list view has been implemented. You can open it by going to the ticket menu bar and selecting TeamViewer. A list like the image below will be shown. The list shows information like the session_id, session creation date, agent who created the session and if a remote control connection was made, the duration of the connection.
By clicking on an entry a pop up window with more information about the session or connection will be shown.
Company Wide Connection Reports
Moreover, the TeamViewer extension for Zoho Desk supports company-wide reports. These can be viewed by selecting TeamViewer at the top level menu bar as shown in the below screenshot.
Company reports contain the same information as ticket-specific reports, with the addition of the ticket number they have been raised in. Agents can manually refresh the report through a menu option.
These reports can be very useful for administrators, as they can be used to extract very useful insights for the agent performance and impact of remote control in the ticket resolution. Some examples of KPIs are:
- Measure how long it takes to resolve tickets before and after the introduction of Remote control extension
Compare resolution time when TeamViewer is used compared to tickets where remote control was not deployed
- Assess the duration of remote control connections and the performance of different agents
Disconnecting your Teamviewer account from Zoho
To dis-associate your TeamViewer account from your Zoho account, go to Setup ➜ Marketplace ➜ All. There select Installed Extensions and select TeamViewer for Zoho Desk. Then go to the second tab - General Settings- where you will see the option Revoke your account for TeamViewer service to de-activate this extension. By selecting Revoke your TeamViewer account will be disconnected from your Zoho account.