Installing the Teamviewer Enterprise Integration for Freshservice will allow you to: - Provide remote assistance to your customers to solve complicated issues quickly - Augmented Reality to provide remote assistance on physical tasks - Initiate a TeamViewer Remote Support or Assist AR session directly from the ticket page with the click of a button - Connect unattended to assets in the ticket

Note: A licensed TeamViewer account is needed to use this app. Only the supporter needs to have the TeamViewer Software installed on his device to connect to the requester. 1. Head over to the Admin tab in Freshservice. 2. Under the Helpdesk Productivity tab, click on the “Apps” icon and go to “Get more Apps”. 3. Search for TeamViewer, simply click on the icon and hit install. 4. The app will show on the ticket view where first timer users need to authorize with their TeamViewer account. 5. Upon successful authentication, your users will now be able to use the Teamviewer Enterprise Integration app 6. To invite the requester to connect to the requester's devices (pc, smartphone, tablet etc.) click "New Remote Support Session" and a TeamViewer session link will be created. 7. Click send in the ticket to share the session to the requester's email. 8. Once the requester has clicked on the provided link the supporter can connect to him by clicking on "Join this session" in the TeamViewer app. 9. To provide Augmented Reality based support, click on "New Assist AR Session" and afterwards fill in the phone number of the requester and click invite. The requester will receive an SMS to join the Assist AR session on his phone. 10. Once the requester has opened the provided link the supporter can connect with him by clicking on "Join this session" in the TeamViewer app. 11. TeamViewer provides details to the performed connection. These details can be added to the ticket for Remote Support and Assist AR sessions by clicking on "Get TeamViewer Session Details" 12. To connect unattended to assets, add the asset in Freshervice to the ticket and click "Get Unattended Device List". The app will check whether there is an asset with the same name in the supporters computers and contact list in his TeamViewer account and display a connection link. 13. Click on the connection to connect to the asset unattended