TeamViewer Integration

As "another" popular brand of help desk has now added TeamViewer integration,  is FreshDesk finally going to get its act together?

Logmein seems to be falling behind TeamViewer as far as usability (and price) so i can see it becoming more and more popular

So it is logical that this be tightly integrated into Freshdesk

We are looking to integrate remote support directly in to our Helpdesk solution, so good as Freshdesk is if integration with Teamviewer is not actioned soon we may be forced to re-think our entire Helpdesk set up.  I would prefer not to have to do this so some idea when we might see this integration implemented would be appreciated.

Mark

We are in a similar quandary as you,  it is (for us) a major undertaking to change from a brand of help desk to something else and to be honest i have much better things to do,  but this is becoming more than a "nice thing to have" 

As LogMeIn is no longer a free option and its pricing is far higher than TeamViewer I would like to ask if the FreshDesk team could reconsider this possibility. We have a full TeamViewer License and can only imagine the value added to our FreshDesk account if this product could be integrated.

Thanks!

It seems that you guys want a button on the contact and ticket pages to log into their computer via teamviewer am I right? I think this could be implemented by adding a custom field to the contact with their teamviewer ID, and making a freshplug that generates a URL to open teamviewer and connect to the correct remote computer.

Michael

how do you add a "custom field"  and are we talking in team viewer or freshdesk here

have been looking through freshdesk trying to figure how to do this without success

any pointers appreciated

Kevin

I was talking about Freshdesk, but I realised later that custom client fields aren't implemented yet. That's not a big problem though and actually depending on how you use TeamViewer it may not be needed. I'm pretty busy right now but if you wait a few days I'll see if I can develop a TeamViewer integration similar to the Zendesk one.

Michael

I can create a field in the ticket,  and not show to the customer so it adds as a placeholder variable 

its just getting the fresh plug structure where i am struggling

thanks for your advise to date

As an independent consultant, I do not have the means to purchase accounts on TeamViewer or LogMeIn. I have been testing FreshDesk and find it to be very close to one of the best applications I have used to date for my HelpDesk. Zoho (sorry to name the competition) has a remote support option that seems to work very well but there are only 5 sessions per month with the free plan. Unlimited, I believe comes with the basic plan for only $12/month.

IMHO, embedded remote support would make FreshDesk a far better tool. I am not interested in integrating another service as it is too costly for someone like me. Is that in the works? The previous posts don't seem to indicate that.

I have got a freshplug working with TeamViewer, as I mentioned I'm pretty busy at the moment so it isn't ready to release yet though. Any suggestions on specific features you need? Currently it just creates a ticket when you click a button, and it has a button to insert ticket link and another one for the supporter link.

Thank-you Kevin, I will try it.

Michael...I am fairly new to FreshDesk so will need to brush up on my skills before fully understanding how everything works.

Appreciate both of your responses.

When I go through the list of Integrations, I do not have Teamviewer in my list and there is no option to create a new one.

Peter 

That is correct Michael is working on a "Freshplug", that isn't an official Freshdesk Integration as such

Kevin

Just a little update, it is going well but I am waiting on a reply from Freshdesk about whether a certain feature (custom headers with the FreshPlug proxy) is supported. If not then it's fine, I will just need to build it myself instead.

I managed to figure out myself that everything I wanted is supported and more, which makes my job far easier. A client of mine want's their website finished today, so if I don't finish the extension today, then I should tomorrow.

Michael

Thats great news,  i (and i would assume many others) will be mightily thankful

plus i noticed this is top of the pile in the "feature requests"

hence it obviously is important to quite a few users........

No pressure accepted :) The website I was talking about has been taking a lot longer than expected, plus I just launched a company a couple of days ago so I haven't had time to work on it yet.

Thankyou Michael

tell me is it you who has pushed it to "in progress"  or is that a Freshdesk thing?

No, it was not me. I noticed it a while ago but I'm sure it was not there before I mentioned I would build it. Either Freshdesk has decided to build it themselves, or someone noticed that I was building one and changed it to In Progress. If Freshdesk were building there own I would have expected them to comment on this forum. Even if they are building their own then I don't see a reason to not do it myself as well, as it has been good to learn exactly how the widgets work. There is very little developer documentation yet regarding these. 

Ok, I finished the FreshPlug. I've submitted it to the gallery, but while it's being approved you can download it from here:

TeamViewer.zip 107 KB

https://mega.co.nz/#!oFdWjSAa!pNxjtyJye1oQ7pfspzYPsUcLZVaYall8A99VR9c0ASo