This article applies to all TeamViewer customers with a Premium or Corporate license.
With the TeamViewer Service Queue, you are able to 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.
The service queue is part of the TeamViewer Management Console. To access the TeamViewer Management Console, go to https://login.teamviewer.com and login with your TeamViewer account. Next click on Service queue in the sidebar.
The service case represents a customer’s support request. New service cases are created each time a customer of yours 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.
If a customer needs help, there are several ways, a service case can be created.
The most convenient way to leveraging service case 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.
All service cases are collected within the service queue that can be seen as the ticket system for service cases.
To get a service case solved, you can assign them to users of your company profile. Additionally, you can directly connect to your customer and without entering TeamViewer ID and password by using the service code linked to each service case. Therefore, a created service case also appears in your Computers & Contacts list.
Learn more about automated service case assignment.
A service case can have the following statuses:
Depending on the problem of your customer, the TeamViewer Management Console and the TeamViewer full version offer you various possibilities for solving their issues.
In the TeamViewer full version, you are able to access additional features:
Copy files (e.g. log files) from your customer’s device.