TeamViewer, a provider of remote control and online meeting software, today announced full integration of TeamViewer remote support into Zendesk's cloud-based software for 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.
The integration brings 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. Technical issues can be solved in collaboration with the customer in real timereducing the amount of time spent with a support case.
"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, in a statement.
"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, in a statement.