How to create a TeamViewer script token for Zendesk

To connect TeamViewer to Zendesk, sign in to the TeamViewer Management Console, open Edit profile > Apps > Create script token, name it "Zendesk Helmwell" and turn on only Session management (create, view and edit sessions) and Connection reporting (view connection entries). Copy the token and paste it into Helmwell's TeamViewer script token setting in Zendesk.

Company token or a technician's own token?

For a team of technicians, a company token lets the session list, assignment and reports cover everyone.

Steps

1. Sign in as the right person. In the TeamViewer web Management Console, sign in as the company administrator (company token) or the technician (user token).
2. Open Edit profile > Apps > Create script token.
3. Name it "Zendesk Helmwell" and choose company or user access.
4. Turn on only these permissions:
   • Session management: create, view and edit sessions (all sessions with a company token).
   • Connection reporting: view connection entries.
5. Leave everything else off. Helmwell never needs users, groups, devices, contacts, meetings or policies.
6. Copy the token.
7. Paste it into Zendesk. In Admin Center > Apps and integrations > Apps > Zendesk Support apps > Helmwell, paste it into TeamViewer script token and save.
8. Run the check. As an admin, open any ticket and click Check the TeamViewer connection.

Why only two permissions

Zendesk's proxy adds the token to any request the app makes to webapi.teamviewer.com. Keeping the token to Session management and Connection reporting means the most anyone could do with it is create, read and close session codes and read connection reports. It can't reach your devices, users, groups, policies or anything on a customer's computer. The admin check warns if the token can read users or groups, which means it has more than it needs.

Find your group and technician ids

Helmwell needs a Default TeamViewer group: a group id (g followed by digits) or, with a technician's own token, a group name. Check the TeamViewer connection lists the group ids and technician user ids on your newest sessions, each with an example session code. Look that code up in TeamViewer to see which group or person it is, then fill in:

With mapped, agents in the technician mapping get their own sessions and everyone else's go unassigned into the group's queue. token assigns every session to the TeamViewer user who made the token.

What reports need

Connection reports, the part Helmwell logs on the ticket, need a TeamViewer license with reporting (Premium or Corporate in TeamViewer's API documentation). Without it, sessions still work and the sidebar says why reports are missing.

What it costs

Helmwell is $110 a month per Zendesk account on Team, for up to 12 agents and admins, or $9 per agent per month on Scale from 13. Both come after a 14-day free trial and are billed monthly by Zendesk. Your TeamViewer license is separate. The Helmwell setup guide has every setting.