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The integration of TeamViewer with ServiceDesk Plus Cloud allows technicians to provide real-time support to requesters. Using the regular remote session, the technicians can gain access to devices with a display like a workstation or mobile phone and fix any issues with them. On the other hand, technicians can use augmented reality sessions to provide support for devices that do not have display units like network devices, printers, etc by using image streaming via a mobile camera.

📌Note: Currently, this integration is available for customers using the application via the US, India, China, Japan, Australia, Canada, and Europe Datacenters.

This article applies to TeamViewer customers with a Tensor license with Enterprise Integrations.

Integrating TeamViewer with ServiceDesk Plus Cloud 

Role Required: SDAdmin

Supported Edition: ServiceDesk Plus Cloud Enterprise

  1. Navigate to Setup ➜ Apps & Add-ons ➜ Integrations.

  2. Under the Third Party Integrations tab, locate the TeamViewer card.

  3. Enable the integration using the toggle.

After enabling TeamViewer, the widget is automatically deployed for all technicians. The widget will be accessible to technicians from the right-side pane in the request details page. SDAdmin can manage the widget under Setup ➜ Developer Space ➜ Custom Widgets.

Authorization

For using the TeamViewer widget, the technicians must authorize themselves by using their TeamViewer credentials. To do this, follow the steps below:

For Technicians:

  1. Navigate to the request details page of your preferred request.

  2. On the right-side pane, click TeamViewer.

  3. Click Authorize.

4. Sign in to your TeamViewer account to authorize.

For SDAdmins:

The SDAdmins can either authorize themselves from the widget on the request details page like other technicians or directly from the Custom Widgets section.

  1. Go to Setup ➜ Developer Space ➜ Custom Widgets.

  2. Click TeamViewer.

  3. Locate the Connections field and click Authorize Teamviewer.

4. Sign in to your TeamViewer account to establish the connection.

💡Hint: SDAdmins can also use previously used connectors if they previously authorized the connection using TeamViewer credentials. The previously used connectors (if any) will be listed after clicking Authorize. They can select one of them and click Reuse or click New Account for new authorization.

How to use TeamViewer 

After the integration and the authorization steps are done, technicians can create a new remote session or an augmented reality session directly from the TeamViewer widget on the right-side pane of the request details page. When a session is created, an email notification will be sent to the requesters and the technician, containing the respective user's session link. The notifications are also logged into the request conversations.

To create a new remote/augmented reality session:

  1. Go to Requests and open your preferred request.

  2. On the right-side pane, click TeamViewer and do one of the following:

    • For remote sessions: Click Create a remote session. A remote session will be created and the requester will be notified via email.

    • For augmented reality sessions: Click Create a Pilot session. A remote session will be created and the requester will be notified via email and SMS.

3. Click Enter Session in the widget.

4. On the TeamViewer page, click Launch Installed TeamViewer.

The connection with the remote device will be established after the user has initiated and allowed remote access using the link received via email or SMS.

Managing TeamViewer Sessions 

The widget provides information such as the name of the technician who created the session, type of session (remote or augmented reality session), session URL, active connection, session duration, and also provides options to reinvite users, enter or end a session, and access session history.

📌 Note: The active connection details are shown only to the technicians who created the session.

The session link will be valid for 24 hours. You can resend the email notification to requesters from the TeamViewer widget by clicking Reinvite. Alternatively, you can share the link via other channels. To do this click Copy Link, and share the link with your requesters via any other channel.

To access the session history, click Session History.

To end an active session and close the connection, click on the TeamViewer toolbar and then click End Session on the widget.

Disabling Integration  

Role required: SDAdmin

You can disable the integration in one of the following ways:

Under the Third Party Integrations section 

  1. Go to Setup ➜ Apps & Add-ons ➜ Integrations ➜ Third Party Integrations.

  2. Locate the TeamViewer card and disable the integration using the toggle.

Under the Custom Widgets section

To disable the integration from the custom widgets section:

  1. Go to Setup ➜ Developer Space ➜ Custom Widgets.

  2. Disable the widget using the toggle under Widget Item Name or Display Location or Display location toggle.

📌Note: Disabling the status toggle next to the TeamViewer row disables the integration.