The TeamViewer Remote Assistance app allows districts to utilize the remote assistance features within an Incident IQ ticket. When installed, all technology tickets will automatically display the TeamViewer Assistance widget districts agents just below the Submitted By section. This provides the district with the following benefits:
Streamlines the remote request process for both agent and requestor
Provides requestors with step-by-step instructions on how to accept a remote assistance request
Tracks each step of the remote session through the ticket timeline, including date and time stamps
Incident IQ will reach out to the TeamViewer Remote Assistance Administration Console and check all target IP addresses to detect if the associated computers are online. Before connecting, ensure that the TeamViewer Remote Assistance software is downloaded and installed on your computer. Download links will be provided to agents within Incident IQ ticket panels if needed for new agents.
Installing TeamViewer Remote Assistant App
To install the TeamViewer Remote Assistance app, click on Incident IQ Apps > Browse on the left navigation bar.
Underneath the Remote Assistance section, click on the TeamViewer Remote Assistance app. From here, select Install and follow the steps to complete the installation.
Once the TeamViewer Remote Assistance App has been installed, you will want to click on the app management button to configure the download URL users will be directed to on tickets. Before saving, you must copy and paste your district’s TeamViewer download link into the field pictured below.
Once this URL has been set, users can then utilize it to access your district's TeamViewer download page directly on tickets with active requests to use the remote assistance tool.
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Hannah Bailey - Director, Customer Engagement