Opening Remote Connections on Tickets
After installing the TeamViewer Remote Assistance app, agents and admins can request remote sessions directly on any ticket page with ticket requestors. This is done by accessing the TeamViewer Assistance widget located just below the Submitted By section on any ticket.
If an agent or admin has not already installed TeamViewer, they may do so by clicking on the Management Console button.
The agent and requestor need to coordinate with each other ahead of time to determine the best time for a remote support session. The agent can request a new remote session at the appointed time simply by clicking on the Request a New Remote Session button.
This will add a note in the ticket timeline, and a ticket update notification should let the requestor know that the ticket has been updated. Please note, this update email should not be used in place of the ticket agent and requestor communicating to identify a time that fits both of their schedules. If needed, the agent may cancel the request from their side at any time.
Once the agent has requested a remote session with the ticket requestor, the requestor will be able to see the request when directly accessing the ticket while logged into Incident IQ. From here, the requestor can either Accept or Deny the request for the remote session.
If the user has not already installed TeamViewer on their machine, they may do so once accepting the request by clicking on the download link. This will allow them to access the TeamViewer download link for the district that has been set in the TeamViewer Remote Assistance app management page.
Once the requestor is ready, they may generate and enter their remote session Partner ID and Password in the fields provided. Please note, TeamViewer supports both nine and 10-digit codes, with space available on the ticket for both types.
After the requestor has sent over their credentials, agents and admins can utilize these on the ticket to open the remote connection by clicking on Connect to Computer. Additionally, once troubleshooting has finished, the working agent or admin can close the session by clicking on Session Complete.
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Hannah Bailey - Director, Customer Engagement