Quick Support and SOS button

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QuickSupport​​

​Used for instant support, this module does not require installation or administrator rights. ​

The Quick Support module will streamline processes for IT Support staff and create efficiency and increased response time to clients.

With Quick Support, Administrators can manage service requests more efficiently by having the ability to assign open service requests to specific support staff.

You will have the option to asssign the open service case to another support member or to a different group.

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There is also a few places where notification's will be received when a new service case is opened.

Quick Support service notifications will be reflected in the Management Console under Service Queue, in the Computers and Contacts list on the TeamViewer application and new in TeamViewer 12 there is an option to receive email notifications for new service requests.

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To create your Custom Quick Support, you will need to log into your Management Console and look for Design and Deploy on the left hand side. You will then look for +Add QuickSupport at the top of the page.

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Once you click +Add QuickSupport, you will be able to customise the module and choose your settings.

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 The settings that are available on the Quick Support module are as follows:

  • Name- Serves to identify the modules in the overview of your customized modules.
  • ​Automatically add users to a group in your Contacts list- If the box is checked, each QuickSupport module user will automatically appear in your Computers & Contacts as soon as the QuickSupport module is started. ​ Select a group to which the service cases created by the QuickSupport module should be added. This will create a session code which will show in the Service Queue​. If unchecked, a TeamViewer ID and Password will be generated for connections.
  • ​Allow user to enter a description- If the box is checked, users of the customized QuickSupport can enter a problem description for their service case before a session has been started.
  • Allow user to initialize chat- If the box is checked, the customer will be able to start a chat with the supporter before the connection starts.
  • ​Show customer satisfaction form after session- If the box is checked, a feedback form will appear at the end of a remote control session automatically. With the feedback form users of this module will have the opportunity to rate and comment your support. Note: To enable other company members to activate the customer satisfaction form for custom QuickSupport modules, activate the Advanced > Customer satisfaction form > Allow activation option in the company settings.
  • ​Automatically create SOS Button- If the box is checked, a shortcut to the module is created on the user's desktop after a connection to this module. Users can start a service case by clicking on the shortcut.
  • ​Use random password*- If the option button is selected, a new random temporary password for establishing a connection will be generated every time the QuickSupport module is started.
  • ​Use a predefined password*- As an alternative to a random password, you can assign a personal password to the QuickSupport module. However, this excludes the functions underneath the Use random password option.
  • ​Password strength*- Lets you select the complexity of the temporary password.
  • ​Disclaimer- Here you can enter an optional disclaimer to be displayed before TeamViewer QuickSupport starts. It is displayed before the start of TeamViewer QuickSupport. Your users must accept it in order to run TeamViewer QuickSupport.

*Will only show if "Automatically add users to a group in your Contacts list" is unchecked

Visual customization

  • Title- Lets you edit the window title.
  • Text- Lets you edit the welcome text in the main window.
  • Logo- Select your own logo, which will be displayed in the top part of the main window.
  • Text color- Lets you edit the font color. Click in the left field to display a color box and select a color.
  • Background color- Lets you edit the background color. Click in the left field to display a color box and select a color. 

Permanent link- Serves to call up the module. Provide this link to your customers. You can also define the link yourself.

When you have finished customizing your module and chosen your settings, you will click Save at the bottom of the page. Once you click save you will be provided with your permanent link that will  always install the module you created specific to your version of TeamViewer.

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**Disregard the Download deployment package link as this pertains to a Corporate license.

You can customise the permanent link as well by clicking the Edit button to the right of the link.

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Once you click Apply and Save, you will be provided with your custom permanent link which you can provide to your client's to download your module or you can use the link to create a Support Button on your website following the steps provided by clicking the hyper link.

When your client runs your permanent link and you make the initial connection, if using the SOS Button option, once you have ended the connection there will be a TeamViewer icon left on the desktop of your client computer that they can simply double click to create a new service request for future support needs.

The Title mentioned in the settings above will be inherited and show on your client's desktop SOS Button. You can always rename the shortcut as well once the SOS Button has been placed on the desktop.

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Version history
Revision #:
4 of 4
Last update:
‎21 Feb 2017, 4:08 PM
Updated by:
 
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