How to log TeamViewer session reports on Zendesk tickets
By Jake Marsh · Updated
To log a TeamViewer session on its Zendesk ticket, start the session from the ticket with Helmwell. When the connection ends, it appears at the top of the Helmwell sidebar under Session reports to log. Click Log report on the ticket and Helmwell adds one internal note with the technician, device, start and end time, length, technician notes, service case and the customer's rating. Connections already logged are never added again.
Steps
- Start the session from the ticket. Click Start TeamViewer session, check the group, technician and how long the code works, then Create session. The join link and code go into your public reply; send it.
- Wait for the customer. The session shows Customer waiting once the customer has the session open. Click Join as technician.
- Work the session in TeamViewer and add your technician notes there as usual.
- Return to the ticket and refresh. Helmwell reads sessions from TeamViewer when the sidebar opens or someone clicks Refresh.
- Click Log report on the ticket under Session reports to log.
- Close the code with Close session if the customer shouldn't reuse it. Helmwell asks you to confirm first. (Shown when Allow closing sessions is on.)
What the internal note holds
| Field | From TeamViewer |
|---|---|
| Technician | Who connected |
| Device | The device used |
| Start and end time | The connection's times |
| Length | How long the connection lasted |
| Technician notes | Notes written in TeamViewer |
| Service case | The session's service case |
| Customer rating | The customer's rating, if they gave one |
One click logs every new connection made with the session's code in one note. A connection that's already on the ticket isn't added twice.
Session states in the sidebar
| State | Meaning |
|---|---|
| Customer waiting | The customer has the session open |
| Open | The code still works |
| Expired | The code passed its time limit (1 to 720 hours, default 24) |
| Closed | Someone ended the code |
When a code expired or was closed in TeamViewer, the sidebar shows it under Changed in TeamViewer. Click Save on the ticket to record it with a short note and update the tags.
See a customer's past sessions
- Ticket sidebar: the requester's sessions on their other tickets, under Earlier sessions.
- User sidebar: all of a person's sessions across their tickets.
- History length sets how many are listed, from 1 to 25 (default 10).
Use the tags
| Tag | On the ticket when |
|---|---|
helmwell_session | The ticket has had a session |
helmwell_open | A session code is open |
A view on helmwell_open shows tickets with a code still open, so codes don't stay valid by accident.
Why the report needs a click
Helmwell runs only in the agent's browser and has no server, so TeamViewer can't notify it when a session ends. The report is written when an agent confirms it, so every note on the ticket was added by someone on your team.
Connection reports 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. See the Helmwell setup guide for the full reference.
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, after a 14-day free trial billed by Zendesk. The TeamViewer license is separate.
Helmwell
Remote support for TeamViewer: start sessions from tickets, send the join link, log who connected. From $110 a month per Zendesk account.
Questions
Can the report be logged automatically when the session ends?
No. Helmwell has no server, so TeamViewer can't tell it a session ended. The report appears when the sidebar opens or refreshes, and an agent logs it with one click.
Is the report visible to the customer?
No. It's an internal note. Only the join link and code go into the public reply, and only when the agent sends it.
What does TeamViewer receive about the customer?
The ticket number and link, the agent's name, the subject if you allow it, the requester's name (on by default) and email (off by default), the waiting message and a marker with the ticket id.
Can I see sessions for tickets started before we installed Helmwell?
No. Helmwell tracks sessions it created from tickets, kept in its hidden ticket field.