Trouble setting up New Quick Support Module
Tried to setup new quick SUPPORT Module, but this looks like a quick join module.
I tried several times, but looks the same everytime. - see image below.
Is this a fault or do I do something wrong?
Best Answers
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Hi @KEXI,
I also note the case history you described. I do not think this is a mistake, but rather a variation. I think the QuickSupport now plans to create a session by default.
In a previous thread I think I described what is meant by session in TeamViewer. The advantage now should be that there is no need for a preventive connection via telephone between the assistant and the user to exchange credentials, but when the session is created (by the user) you receive on your management (assistance queue) console the warning that someone he needs assistance. The email field is the one reserved for the applicant: here he will receive the link to access the session and you, as an assistant, will receive notification of the request (the form is yours therefore connected to a license and to one or more assistants).I hope so...
Regards.
Domenico Langone
7 -
Hi KEXI
The QuickSupport is creating service cases as @DomLan advised.
These do not need an ID or password, they will automatically appear in your contacts list and you can just click to connect.But if you want to change it back, uncheck the setting "Automatically add users to a group in your Contacts list" under the edit pane.
You edit custom modules here: https://login.teamviewer.com/nav/deploy
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.You can find this information and more about the QuickSupport in our knowledge base here
I hope this answers this for you.
All the best,
ScottySenior Moderator
Did my reply answer your question? Why not accept it as a solution to help others?6
Answers
-
Hi @KEXI,
I also note the case history you described. I do not think this is a mistake, but rather a variation. I think the QuickSupport now plans to create a session by default.
In a previous thread I think I described what is meant by session in TeamViewer. The advantage now should be that there is no need for a preventive connection via telephone between the assistant and the user to exchange credentials, but when the session is created (by the user) you receive on your management (assistance queue) console the warning that someone he needs assistance. The email field is the one reserved for the applicant: here he will receive the link to access the session and you, as an assistant, will receive notification of the request (the form is yours therefore connected to a license and to one or more assistants).I hope so...
Regards.
Domenico Langone
7 -
Thanks for your answer,
you might be right, however my existing older Quick Support Modules did not change to the new approach- and still require ID and PW over the phone- and I would rather be able to have a choice which type will be created.Reinhard Klein1 -
Hi @KEXI,
sure! The module you previously distributed is an executable, so take a snapshot of the situation at the time it was made.
Thanks for the kudo ;-)
Regards.
Domenico Langone
0 -
@DomLan wrote:Hi @KEXI,
sure! The module you previously distributed is an executable, so take a snapshot of the situation at the time it was made.
Thanks - that would be clear- but anytime I am sending the link out to a to be supported person.the one is downloading a new version of the older module from the TV-Servers.
I can edit the older modules with all elements still.... with ID and PW..and they do not create a service call like the newly created Module.
I tested a new module just a couple of minutes ago- you are right, thats the intention you mention in your first answer.Reinhard Klein0 -
Hi @KEXI,
Yes, I believe that the editing of an old form always reflects its initial logic. Also from the management console, in the custom modules section, if you have a recent license (13) you should see a button that would allow you to update all of them together at once. This should be the way to bring them all to the new version, while to maintain it is enough to enter into modification of each individual element.
Obviously, as I believe, you will want to continue to have the previous module, so do not use that button.
Greetings.
Domenico Langone
0 -
Hi KEXI
The QuickSupport is creating service cases as @DomLan advised.
These do not need an ID or password, they will automatically appear in your contacts list and you can just click to connect.But if you want to change it back, uncheck the setting "Automatically add users to a group in your Contacts list" under the edit pane.
You edit custom modules here: https://login.teamviewer.com/nav/deploy
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.You can find this information and more about the QuickSupport in our knowledge base here
I hope this answers this for you.
All the best,
ScottySenior Moderator
Did my reply answer your question? Why not accept it as a solution to help others?6 -
THAT was the answer I was looking for - Thanks a lot, I still have the choice.Reinhard Klein1
