TeamViewer Integration
TeamViewer is a cloud-based remote access platform that enables you to connect to various remote devices across multiple platforms.
It provides both standard remote sessions, granting control over the user's screen, and pilot sessions, allowing you to view the remote device's camera in real-time.
By integrating TeamViewer and ServiceDesk Plus MSP Cloud, technicians can offer live assistance to users. With remote sessions, technicians can resolve issues on devices like computers and smartphones and use pilot sessions for devices without screens, like network equipment and printers.
Currently, this integration is activated for customers using the application via the US, India, China, Japan, Australia, Canada, and Europe data centers.
Role Required: SDAdmin
Enable TeamViewer Integration
- Go to Setup > Apps & Add-ons > Third Party Integrations.
- On the TeamViewer card, click the toggle button to enable the integration.
After enabling TeamViewer, the widget is automatically deployed for all technicians and will be accessible from the right pane in the request details page.
SDAdmin can manage the widget under Setup > Developer Space > Custom Widgets.
TeamViewer Authorization
To use the TeamViewer widget, technicians must authorize themselves by using their TeamViewer credentials.
- Go to the Requests module and open your preferred request.
- On the right pane, click TeamViewer.
- Click Authorize.
- Provide TeamViewer credentials.
Alternatively, SDAdmins can authorize themselves from the widget on the request details page or from the Custom Widgets section in Setup. To authorize from Custom Widgets,
- Go to Setup > Developer Space > Custom Widgets.
- Click TeamViewer.
- Locate the Connection field and click Authorize Teamviewer.
- Provide TeamViewer credentials to establish the connection.
SDAdmins can also use previously used connectors to authorize the connection. Select the connector and click Reuse or click New Account for new authorization.
Create a Remote Session through TeamViewer
After integration and authorization, technicians can create a new remote session or a pilot session directly from the TeamViewer widget on the right pane of the request details page.
When a session is created, an email notification containing the remote session link will be sent to the requesters and the technicians. The notifications are logged into the request's Conversations tab.
To create a new remote/pilot session:
- Go to the Requests module and open your preferred request.
- On the right 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 pilot sessions, click Create a pilot session. A remote session will be created, and the requester will be notified via email and SMS.
- Click Enter Session in the widget.
- 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 displays details like the technician's name, session type, URL, active connection, and duration, and offers options for re-inviting users, starting or ending a session, and viewing session history.
The active connection details are shown only to 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:
From the Third Party Integrations Section:
- Go to Setup > Apps & Add-ons > Third Party Integrations.
- Locate the TeamViewer card and disable the integration using the toggle.
From the Custom Widgets Section:
- Go to Setup > Developer Space > Custom Widgets.
- Disable the widget using the toggle under Widget Item Name or Display Location.
Disabling the status toggle against the TeamViewer row also disables the integration.
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