TeamViewer enables Zendesk support agents to initiate remote access sessions directly from tickets, allowing them to provide screen sharing and remote support to customers on Windows, Mac, Linux, and mobile devices. Agents can generate connection links and share them within tickets, reducing the time needed to diagnose and resolve technical issues. This integration benefits support teams that need fast, secure remote assistance capabilities without leaving their ticketing workflow.
Vendor Description
In 2005, TeamViewer started in Goeppingen, Germany, with software to connect to computers from anywhere to eliminate travel and enhance productivity. It rapidly became the de facto standard for remote access and support and the preferred solution for hundreds of millions of users across the world to help others with IT issues. Today, more than 635,000 customers across industries rely on TeamViewer to optimize their digital workplaces—from small to medium sized businesses to the world’s largest enterprises—empowering both desk-based employees and frontline workers. Organizations use TeamViewer’s solutions to prevent and resolve disruptions with digital endpoints of any kind, securely manage complex IT and industrial device landscapes, and enhance processes with augmented reality powered workflows and assistance—leveraging AI and integrating seamlessly with leading tech partners. Against the backdrop of global digital transformation and challenges like shortage of skilled labor, hybrid working, accelerated data analysis, and the rise of new technologies, TeamViewer’s solutions offer a clear value add by increasing productivity, reducing machine downtime, speeding up talent onboarding, and improving customer and employee satisfaction.
With TeamViewer you can easily create a remote support session directly from your ticket in Zendesk to Windows, Mac, Linux and mobile devices Simply insert the created link into the ticket and send it to your customer. Once the customer goes online, he will appear in your TeamViewer service queue and you can instantly connect with a single click to his device For more information about using TeamViewer within Zendesk and a free trial please visit: https://www.teamviewer.com/en/integrations/Zendesk/
TeamViewer benefits at a glance
*Multi Platform: *Support for Windows, Mac, Linux, Android, iOS, Chrome, and Blackberry.
Feature rich: Use all TeamViewer features including multi-monitor support, file transfer, chat, VoIP, video, customer management, setting policies, whiteboard, session recording, 24/7 access and many more.
No configuration required: Works instantly behind any firewall and proxy.
High performance: Intelligent connection routing and bandwidth usage for real time screen sharing even under bad network conditions.
High security: TeamViewer utilizes RSA 2048 public/private key exchange, AES (256 bit) session encryption end to end, random passwords for one-time access, optional two-factor authentication, and access controls via trusted devices as well as black- and whitelists.
Please note that using TeamViewer with the Zendesk integration will require the latest TeamViewer version or being on subscription.
For information on data handling and security please have a look at our privacy policy: and trust center:
Installation
To get started with the TeamViewer app for Zendesk follow these steps:
- Go to Admin settings > Ticket Fields > add custom field
- Select text as field type
- In the next screen, give a descriptive field title, such as TeamViewer Session ID, leave the checkboxes required and visible unchecked and click Add field.
- You are taken back to the list of ticket fields. Find your new field here, click edit and note down the custom field ID in the top right corner. (*Note: If you are using Zendesk ticket forms, you will need to make sure you add the above field to each of your ticket forms for the app to work *)
- Install the app from the Zendesk App listing page.
- Enter the custom field ID you noted down earlier into TeamViewer Custom Ticket Field
- Click Install and you are good to go!
Further options in the app settings:
Customer waiting message The message that will be displayed to your customers while they are waiting for your supporter to connect to the TeamViewer session. Customer link text Choose which text is inserted into your ticket by the Insert link into ticket button. Use @@URL@@ as placeholder for the actual session link. If left completely blank, the session link will be inserted in a new line.* Enable role restrictions Here you can restrict availability of the app to certain roles.
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