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.
- 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.
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