This article applies to users with a Business-, Premium- or Corporate license.

The QuickSupport module

Description

TeamViewer QuickSupport is an application in the form of a single executable file, and it lets you accept incoming remote control connections but does not allow you to set up outgoing connections yourself. 

Environment

You can run this file without installing any software or without Windows or Mac OS administrative rights.

Typically, you would provide this module to your customers. You can create your own TeamViewer QuickSupport module with your welcome text and company logo as well as other useful functions in the TeamViewer Management Console.

The TeamViewer QuickSupport is available for WindowsMac, Linux, Android, iOS and Windows 10 Mobile device (Preview).

The service case and service queue

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

Learn how to create your QuickSupport here.

Assign a service case

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

2017_02_02_17_33_33_TeamViewer_Management_Console assign.pngAssign a service case

 

Receiving notifications

There are a few places where notifications will be received when a new service case is opened.

QuickSupport service notifications will be reflected:

  • in the Management Console under Service Queue,
  • in the Notifications area on the TeamViewer application and 
  • since TeamViewer 12 there is an option to receive email notifications for new service requests.

2017_02_02_17_22_44_TeamViewer_Management_Console QUEUE.png1. in the Management Console under Service Queue

 

 

2017_02_02_17_20_22_contacts list.png2. In the Notifications area in the TeamViewer software 

2017_02_02_17_18_47_Deleted_Items_Jonathan.Reyes_teamviewer.com_Outlook.png3. Email notificationCustomize your QuickSupport 

To create your customized QuickSupport, 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.

2017-01-30 17_22_03-TeamViewer Management Console D&D.png

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

Create QuickSupport.png

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 a service case 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 (legacy mode - not recommended). See: Continue with "Use a random password"

Default assignee

You can select a default assignee for all service cases created with this custom module. Learn more: Automated Service Case Assignment

Allow users 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 create ticket in servicecamp

Please activate your servicecamp instance to use this feature.

Learn more: Servicecamp integration into QuickSupport module

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. 

Hint: Using the QuickSupport module with a password is not recommended. We recommend using the service case method by choosing "Automatically add users to a group in your Contacts list".

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.

Hint: Using the QuickSupport module with a password is not recommended. We recommend using the service case method by choosing "Automatically add users to a group in your Contacts list".

Troubleshooting: If there is a TeamViewer full version or Host module running on the same device as a QuickSupport module using a permanent password and you are facing issues with the connection, please connect to the TeamViewer full or Host module. In general, we do not recommend using a permanent password, but working with Easy Access via Account Assignment or the Service Queue. Especially for spontaneous support is the Service Queue the most reliable and easy to use method for a smooth experience both for the support technician and the customer. Should you be using TeamViewer QuickSupport with predefined password option to connect after the device is no longer occupied, we recommend the Host. This will allow you to connect unattended and also provide more usable features, such as multiple reboots, or changing the user account on the accessed device.

Please note: If TeamViewer Quick Support is used on a PC with TeamViewer already installed (Full Version/Host Version), stopping the TeamViewer Service can improve the usability of the QuickSupport.

Please open the Services with admin permission (press Windows key+r simultaneously and type in services.msc)

services.png

Next, the Services list will appear in alphabetical order. stop.services.png

Choose the TeamViewer service within the list (Name is including the Version that has been installed. eg. TeamViewer 14 or TeamViewer 13  …) Then choose the Stop option.

The Quick Support module should then be started and allow connectivity.

Password strength*

Lets you select the complexity of the temporary password. 

Hint: Using the QuickSupport module with a password is not recommended. We recommend using the service case method by choosing "Automatically add users to a group in your Contacts list".

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 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 specifically to your version of TeamViewer.

2017-01-30 17_29_09-TeamViewer Management Console link.png

 

 

 

 

 

 

 

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

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

2017-01-30 17_33_17-TeamViewer Management Console link2.png

 

 

 

 

 

 

 

 

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 hyperlink.

Hint: The language of the customized module will adapt to your browser language

SOS Button

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.

2017-02-02 17_49_47-Program Manager SOS.png


2017-02-02 17_50_59-Program Manager SOS2.png

Button for your homepage

You can also link your customized QuickSupport module with a button on your homepage. On this page you can generate your own TeamViewer Button.  

Video tutorial: Create QuickSupport module

In this video tutorial, you learn how to create custom modules through the TeamViewer Management Console. This video concentrates on the QuickSupport module for remote control:

 

If you would like to learn more about the TeamViewer modules and the SOS button, please have a look at this Blog article

Recap of the steps shown in the video:

  1. Login to the Management Console
  2. Select Design & Deploy
  3. Decide between QuickSupoort, QuickJoin, Host module or Android Host module (this video is about the Quick Support module)
  4. Select QuickSupport module
  5. A PopUp window will appear with the different setting you can choose for your custom QuickSupport module (e.g. color, text, name, etc.). Please make your own settings. 
  6. After you finished your customized settings, please click Save and copy down the link provided
  7. Send the link to your customers or link it to your homepage and your customers can download your customized QuickSupport module
Version history
Revision #:
18 of 18
Last update:
‎24 Jan 2019, 9:06 AM
Updated by: