Improve support in teams with the Service Queue

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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.

Service case

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.

Create a service case

If a customer needs help, there are several ways, a service case can be created.

  • You can create a service case manually.
  • Your customers can open a custom QuickSupport module of yours which automatically creates a service case.
  • Your customers can click the SOS button on their desktop.

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.

  • To create a custom QuickSupport module with SOS button, go to https://login.teamviewer.com > Home > Design & Deploy Custom moduls > Add QuickSupport.

Managing a service case

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.

Status of a service case

A service case can have the following statuses:

  • New: Service case was created. Neither the assignee nor the customer has connected to the session.
  • Pending: One of the connection partners has connected to the session.
  • In progress: 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.
  • Closed: The session was closed by the assignee or the creator of the case (see above).
  • Expired: The case was not closed within 24 hours.

Solve a service case

Depending on the problem of your customer, the TeamViewer Management Console and the TeamViewer full version offer you various possibilities for solving their issues.

  • Establish a remote session to the customer to solve problems directly on the customer’s device. To do so, click the Connect

In the TeamViewer full version, you are able to access additional features:

  • Start a meeting in order to explain facts to your customer.
  • Chat with your customer.
  • Send files to your customer.

Copy files (e.g. log files) from your customer’s device.

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Last update:
‎16 Feb, 2017 9:23 AM
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