This article applies to all TeamViewer customers with a Business, Premium, Corporate or Tensor subscription license using the servicecamp AddOn.
Make your service more accessible to your customers by giving them the ability to create a Servicecamp ticket from within the QuickSupport module, even if the supporter is offline.
This ensures that inquiries will not get lost in your e-mail inbox but are submitted as a ticket for a better overview.
This feature can be enabled from the TeamViewer Management Console (=MCO). After login to the MCO navigate to Design & Deploy and click on Add QuickSupport.
A new checkbox called Allow users to create a ticket in Servicecamp will be available in the QuickSupport customization window.
Note: There are some limitations on to whom this feature will be available. Users who bought Servicecamp and already have active Servicecamp instance will be able to use this feature right away. Users who has trial Servicecamp instance will be able to use feature as well. Users who bought Servicecamp, but do not have an active Servicecamp instance yet or have an expired Servicecamp instance checkbox will be shown inactive. To use this feature those users need to activate their Servicecamp instance. New checkbox will not be available for free users.
By ticking the checkbox user can see a Create Ticket button that appears on the QuickSupport preview mode and a drop-down menu under checkbox.
The displayed drop-down menu allows to choose an inbox into which tickets will be created.
Note: For customers using multiple instances another drop-down menu will be displayed that allows to firstly choose an instance followed by choosing the inbox.
With the above mentioned steps Servicecamp and QuickSupport integration is configured and user can download the customized QuickSupport module from your homepage (Create a button on this page) or you can send the corresponding download link to the end-users/customers.
When the QuickSupport module is started the Create Ticket button will be available on the module.
By clicking on the Create Ticket button a separate window will be opened where the user needs to provide his email address and describe his issue in the respective fields of the opened window.
By using the servicecamp functionality the supporter can define and configure custom fields (input and drop-down fields) and make them to be available on the ticket creation window.
After submitting the ticket, the opened window will be closed automatically if the ticket is created successfully and the end-user will also receive a notification/autoreply from Servicecamp with the created ticket ID.
By submitting ticket the Session code of that QuickSupport module will be send to Servicecamp. However - due to limitations that remote session can only be started by the person to whom the service case is assigned to. The supporter will not be able to start remote session directly from Servicecamp if that service case is not assigned to him.
When the ticket is created depending on Servicecamp configuration the supporter can receive a notification about that and start to work on user case and keep tracking and communication with the user by using full functionality of Servicecamp.