Steps to install the TeamViewer app: Prerequisite: A licensed TeamViewer account is needed to use this app. It can be created at login.teamviewer.com 1) Log in to your Freshdesk portal and head over to the Admin tab. 2) Go to Apps and click on “Get More Apps”. 3) Locate “TeamViewer” app and click “Install”. 4) Now, you can view your ‘TeamViewer’ widget right below the ticket sidebar in the ticket details page. 5) Click on ‘Authorize’ button and login to the TeamViewer backend with your TeamViewer Account. 6) To create a session invite for remote support click on ‘New Remote Support Session’ and the customer will automatically receive an invite to the session via e-mail 7) For an Augmented Reality support session click "New Assist AR" session and and enter the customers' phone number and click send invite 8) Once the session is shared click on "Join this session" to connect to the customer, and wait for the customer to click on the session link shared with him. 9) After the session is finished click "Cancel Session Invite" to invalidate the session code. 10) To add the TeamViewer connection reports to the ticket click "Get TeamViewer Session Details"