Free Download

Knowledge Base

Back to support overview

Service Portals enable your organization to provide end users with a single point of contact for creating support or service requests. Submitted requests are stored as tickets and routed to the Service Desk for further management and distribution.

Service Portals can be accessed via its URL. A valid TeamViewer account is required.

Service Portals also host the Knowledge Base, which provides end users with quick access to published articles covering frequently asked questions (FAQs). This enables self-service, helps users resolve issues independently, reduces support tickets, and improves efficiency.

This article applies to all TeamViewer customers with Premium, Corporate, or Tensor licenses.

How to create a Service Portal

To access a Service Portal, please follow the instructions below:

  1. Go to https://web.teamviewer.com and sign in with your TeamViewer account.
  2. Go to Admin settings
  3. Within the Service Desk section, click Service Portals.
  4. Click New Service Portal.
  5. Define a name for your Service Portal. The name will be visible only to admins.
  6. Add a URL that your end users will use.
  7. (Optional) You can also add a description.
  8. Click Save.
  9. Enable the Service Portal by clicking the toggle.

Now, you can share the URL with your end users. They can create tickets and view their ticket history via this URL.

How your end users can access the Service Portal

Now that you have created your Service Portal, your end users can use it to open support tickets and view their ticket history.

  1. The end user opens the respective Service Portal URL in their browser.
  2. They sign in with their TeamViewer account.

They have now successfully signed in the Service Portal.

They can open a support ticket by clicking the + New ticket button.

How to create a Knowledge Base article

Knowledge Base is part of TeamViewer. To access it, please follow the instructions below:

  1. Go to https://web.teamviewer.com and sign in with your TeamViewer account.
  2. Go to Admin settings.
  3. Within the Service Desk section, click Knowledge Base.
  4. Click + Create article.
  5. Enter a title for your article (visible to end users).
  6. Add a description (also visible to end users)
  7. (Optional) Assign categories and related articles to help users find relevant information
  8. Write the article content.
  9. Click Save draft to allow admins to make further edits before publishing.
  10. Or click Save & publish to make the article immediately available to end users.

How your end users can access Knowledge Base articles

Once you have created your Knowledge Base articles, end users can access them by following these steps:

  1. Open the Service Portal URL in their browser.
  2. Sign in with their TeamViewer account.
  3. Click Knowledge Base from the navigation panel.
  4. Browse the articles or use the search function to find relevant content.