Zoho Desk now integrates with TeamViewer!

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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