Zoho Desk now integrates with TeamViewer!

Imagine your agent is in contact with your customer and needs to start a remote session to solve the issue. Switching out of your help desk app just for the remote session is frustrating. Things can slow down when a regular part of your customer support process such as remote sessions is out of place.

But we have good news: you can now integrate TeamViewer with Zoho Desk and hold remote sessions right from your help desk!

What this integration does:

Once you've integrated TeamViewer with Zoho Desk, you can find options to create a service case and start remote sessions from within the ticket.

While working on a ticket, you can choose to request a remote session for the customer.
Once your customer provides consent, you can access the device and the files on it remotely.
The status of the meeting, whether Open or Closed, is displayed in the Status panel.

Things to remember:

Each remote session is valid for 24 hours by default. You can change the default duration for session validity in the Integration Settings.
Once a remote session is created, the session details are to be emailed to the customer.

What's more:

You can define email templates for the session details for customers under the Preference tab.
You can view the history of sessions taken for a certain ticket under the More tab within the ticket.

The messages displayed to the agents and customers while waiting to connect can be customized.
Decision-makers can find a detailed report for all the sessions taken in the portal, in the top band.

Aided by TeamViewer, closing tickets with Zoho Desk just got a whole lot easier.

For a more detailed walk-though of how to set up TeamViewer for Zoho Desk, check out the user guide.

If you have any doubts, feel free to email us at support@zohodesk.com.

Happy ticketing!

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