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Customer service and IT support staff now can connect to a customer screen from within a Zendesk ticket via TeamViewer

Tampa, Florida, (USA) – TeamViewer®, one of the world’s most popular providers of remote control and online meeting software, today announced full integration of TeamViewer remote support into Zendesk, the leading provider of cloud-based software for better customer service. Agents now can start secure TeamViewer support sessions directly from within a Zendesk ticket.

The integration is available for Zendesk customers. To use remote support with TeamViewer, customers need a valid TeamViewer license. Further information on TeamViewer licensing can be found at www.teamviewer.com/licensing.
The TeamViewer integration app can be downloaded at www.zendesk.com/apps/teamviewer.

The integration brings several benefits:

  • Cross-platform support: IT support technicians can provide remote support for servers and computers running Windows, Mac and Linux from any Mac or Windows computer and even mobile devices.
  • Improved resolution rates: Technical issues can be solved in collaboration with the customer in real-time. This reduces time spent with a support case, and results in better resolution rates.

“By being able to collaborate in real time through TeamViewer, customer support agents will be able to resolve issues more quickly and deliver a better service experience for customers,” said Conan Reidy, vice president of business development at Zendesk.

“The integration brings together the powerful remote access features of TeamViewer and the advanced ticketing workflow of Zendesk. As a result, IT agents now can remotely view and control an end-user’s computer. They are able to fix the problem at a much faster rate and improve customer satisfaction”, said Kornelius Brunner, Head of Product Management at TeamViewer.

About the TeamViewer API
TeamViewer recently released its public API and plans to extend its offering for pre-built integrations for leading service desk, CRM, and systems management solutions. This allows companies to seamlessly integrate TeamViewer functionality with their other key business systems. The benefits are various: Seamless remote support process can be created in CRM or helpdesk solutions, E-Commerce platforms and others; Online meetings can be started from within everyday applications like email, accounting, and others; usage reports can be created and user data shared in other applications. The integration of TeamViewer in other applications eliminates the time-consuming task of manually moving data between systems. Further information, documentation and source code is available at: integrate.teamviewer.com.

About TeamViewer

Founded in 2005, TeamViewer is fully focused on the development and distribution of high-end solutions for online communication, collaboration and remote monitoring of IT systems. Available in over 30 languages, TeamViewer is one of the world’s most popular providers of remote control and online meeting software. For more information, visit: www.teamviewer.com

TeamViewer GmbH
Kuhnbergstr. 16
73037 Goeppingen
Germany

Content Type: Press Release
Release Date: February 12, 2014

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