Customer ticket creation without teamviewer account

Posted by jrivard
Henagon

Customer ticket creation without teamviewer account

Is there a way for our customers to submit a ticket via the customer portal without signing up for a team viewer account? Just because our company uses teamviewer does not mean all our users at their various companies do, this seems unnecessary for submitting a service desk ticket. Is there any way around this besides creating tickets from inbox monitoring?

1 Accepted Solution

Accepted Solutions
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Posted by 0byteSolutions
Henagon
Solution

Re: Customer ticket creation without teamviewer account

Already works. I tested it just now.

 

All the end-user needs to do is to send an email to your inbox email address. To create (or view an existing inbox that has that feature) you look on the left under "Administration" then "Inboxes".

 

Once a customer emails that address, it creates a ticket & an account (if one does not already exist with that email address) automatically. Works perfectly for me.

7 Replies
Posted by Dante2050
Digon

Re: Customer ticket creation without teamviewer account

I would also like to know this, it seems like a very useful tool but i can't ask all of my customers to create teamviewer accounts just so they can submit a ticket.

Posted by iainwels
Pentagon

Re: Customer ticket creation without teamviewer account

Hello jrivard,

I see your problem, is there no option that your costumers E-Mail their problems to you and that you then make the ticket for them?

I hope this helps.

With kind regards, Met vriendelijke groet,
Iain Wels,
ICT-Support
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Posted by Dante2050
Digon

Re: Customer ticket creation without teamviewer account

That is how we use Servicecamp at the moment yes and it works very well, however if they try and use the 'customer portal' in servicecamp it requires the customer to log-in with a teamviewer account before they can submit a ticket.

Posted by iainwels
Pentagon

Re: Customer ticket creation without teamviewer account

Hello Dante2050,

The problem is if your costumers don't have a premium costumer account of teamviewer then they can not make a ticket on the site. (this come's from someone that not works at teamviewer)

I hope this helps

With kind regards, Met vriendelijke groet,
Iain Wels,
ICT-Support
If you found this helpfull please verify it as an solution, so it could help other people
Posted by Dante2050
Digon

Re: Customer ticket creation without teamviewer account

Thank you for your reply, i realise that they can't get past the login screen without a temviewer account. But maybe there is a way to either:

A) allow customers to submit faults using just their e-mail address (if i add their e-mail address to the known customer list)
or
B) create a login on their behalf and e-mail them the details so they don't have to sign up themselves.

Some of my customers don't use TeamViewer and would be reluctant to sign up for an account that they only use when they need technical assistance.

Posted by SofDigital
Henagon

Re: Customer ticket creation without teamviewer account

Bump! I agree. Ability for cutomers to submit tickets without creating a TV account would be very useful for MSPs. 

Highlighted
Posted by 0byteSolutions
Henagon
Solution

Re: Customer ticket creation without teamviewer account

Already works. I tested it just now.

 

All the end-user needs to do is to send an email to your inbox email address. To create (or view an existing inbox that has that feature) you look on the left under "Administration" then "Inboxes".

 

Once a customer emails that address, it creates a ticket & an account (if one does not already exist with that email address) automatically. Works perfectly for me.