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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! 




7 users like this announcement.
8 Replies
Reply

Hi,

Will the remote access software from ISL be included in the near future https://www.islonline.com/gb/en/

Regards,

Steve.

  • 5 years ago

Hi Steve,

I am afraid we do not have ISL integration in our immediate roadmap. However, you can try building your own extension under Marketplace. 

https://www.zoho.com/desk/developers/

https://desk.zoho.com/DeskAPIDocument#Introduction


Regards,
Ash

Any Plans to a LogMeIn Rescue Integration?

Link to user guide to show how to set it up does not work...

  • 5 years ago

@Matt,

It looks like we do not have LogMeIn Rescue Integration in our plans at the moment. You can try building your own extension under Marketplace.

Please refer this link for more details on how to build an extension.


Regards,
Ash

  • 5 years ago

@Mark,

I believe we can access the link hyperlinked to the words "the user guide". Please try accessing the below link which would help you to setup the TeamViewer extension.

https://community.teamviewer.com/t5/Knowledge-Base/TeamViewer-User-Guide-for-Zoho-Desk/ta-p/58660?_ga=2.249969669.2030900975.1556096707-340236825.1548232426


Regards,
Ash

Hello,

I'm trying to modify the email template but it's that user friendly than the email template windows from zoho desk.
Will you add more options to modify the text (size, color...)?

thanks

  • 5 years ago

Hi Olivier,

Yes, we have plans to provide these options in our future enhancements. We will keep you posted when we have any updates from the product team.


Regards,
Ash

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