We are here to help!

Find new ways to use Atera, Ask us anything.

Follow

Connect Remotely with TeamViewer

With our easy-to-use TeamViewer integration, remotely connect to your customers' computers with one click. Provide instant remote support for your customers by securely connecting to their computers, accessing files and applications, and troubleshooting problems anywhere, anytime. Connect to an unlimited number of customers, with up to three remote sessions available at any one time. The integration is for Windows OS only.

This article includes the following sections:

 

 

TeamViewer Integration Setup

 

Setting up your TeamViewer account on Atera is easy, and only entails entering your TeamViewer credentials. Please note: You'll need to have a valid TeamViewer license. If you don't have one, you can purchase it at TeamViewer.

Once you have a TeamViewer license, you can add visual customizations and customize a myriad of additional settings on the Management console that TeamViewer provides you.

The customer/host listings, groupings, or hierarchies on your TeamViewer Management Console will remain untouched. We won’t overrun any of the existing organizational structure. However, if there are no hosts listed on the console, then the hosts you add on Atera will be copied to the TeamViewer management console.

 

To set up TeamViewer on Atera:

 

1. Click on Admin (on the side panel).

2. Click on Settings (under ServiceDesk Management). The Settings page appears.

admin_settings_with_arrow.png

 

3. Click on Remote access to view the TeamViewer settings.

 

4.  If you have a TeamViewer Business or Premium license, select the 'Business/Premium License' option. If you wish to set TeamViewer as your default remote access, click Set as Default. Then click Save

Note: You'll need to ensure that TeamViewer is installed on your customers' devices. 

 

 

 

Or, If you have a TeamViewer Corporate license, select the 'Corporate License' option, and fill in the settings as described below:

 

a. Locate your API Token within the TeamViewer Management Console.

To locate the API Token:

i. Open your TeamViewer Management Console.

ii. Click on Design and Deploy (in the the side menu). Your list of hosts (customers who have a TeamViewer hosts) appear.

 

iii. Click on a host (if you haven't created any, you'll need to add one by clicking +Add Host) to see your host information, including the API Token.

 

api_token_with_arrow.png

 

Note: If you would like to allow account assignment via the Assignment Tool, please check the box.

iv. Copy the token for the purposes of pasting it in Atera's Remote Access Settings.

 

b. Paste or enter your TeamViewer API Token into the 'Remote Access Settings' on the Atera platform, then click Save

 

c. Select your TeamViewer version, or enter your TeamViewer host link (your TeamViewer host link can be found here). 

d. You can decide to set TeamViewer as your default remote access for connecting with customers by clicking the Set as Default button.

e. Click Save. Your TeamViewer settings are saved and you can now connect to your customers with TeamViewer. To remotely connect to a customer see Remote Connection with TeamViewer (below).

 

Important Notes:

1. Please enable pop-ups for Atera in your browser.

2. There is a bug in TeamViewer that if the TeamViewer application is closed, you will be prompted for a password. Please dismiss the password request by cancelling/closing the password screen, then going ahead and connecting again. 

 

Remote Connection with TeamViewer

 

Once you've set up your TeamViewer/Atera integration, you can access TeamViewer and remotely connect to your customers on Atera, in four ways:

  • From the Devices page
  • From within a device/agent
  • From the Customers page
  • From within a ticket

 

To remotely connect from the Devices page:

1. Click on Devices (on the side panel). Your list of devices/agents appear.

 

2. Find the device you wish to connect to, and click TeamViewer from the Connect drop-down menu. TeamViewer will automatically be installed on the device the first time you connect to it. It may take up to a minute, but once installed, the remote connection will begin automatically.

 

 

 

 

To remotely connect from within a device/agent:

1. Click on Devices (on the side panel). Your list of devices/agents appear.

 

2. Click to open the device you wish to connect to.

3. Click to open the Connect drop-down menu (upper, right of the screen), and select TeamViewer. TeamViewer will automatically be installed on the device the first time you connect to it. It may take up to a minute, but once installed, the remote connection will begin automatically.

 

 

To remotely connect from the Customers page:

1. Click on Customers (on the side panel). A list of your customers appear.

2. Click on the customer, whose device you wish to connect to. The customer's page appears.

3. Click on the Devices tab at the top of the screen.

tempsnip_arrow.png

 

 

4. Near the device you wish to connect to, click to open the Connect drop-down menu, and select TeamViewer. TeamViewer will automatically be installed on the device the first time you connect to it. It may take up to a minute, but once installed, the remote connection will begin automatically.

 

To remotely connect from within a ticket:

1. Click on Tickets (on the side panel). Your list of tickets appear.

2. Click, to open the specific ticket.

connect_to_device_drop-down_menu_arrow.png

 

3. Click Connect to device, to open the remote access drop-down menu, and select TeamViewer. The remote connection will begin.

 

 

TeamViewer Q and A

 

Q. Does the Atera integration support TeamViewer Business, Premium, and Corporate licenses?

A. Yes! Atera now supports all TeamViewer licenses.


Q. What happens if there is a previous TeamViewer license host on my customer’s computer?

A. If you have a TeamViewer Business of Premium license, then you are responsible for installing the TeamViewer host on your customers' computers. We do not install Business/Premium hosts for your customers, at all.

If there is already a TeamViewer Corporate License host installed on your customer’s computer, then once you set up the integration and initiate a connection with the customer, we automatically deploy the latest version of the host to your customer.

Q. Is TeamViewer remote access included in the Atera subscription cost, or is there an additional fee?

A. Atera has added a TeamViewer integration. We aren’t selling TeamViewer remote access, rather we are supporting it. The integration is included in the Atera subscription cost. If you already use the TeamViewer Corporate License remote access product, then you can enjoy all the features of the integration. If you don’t currently use TeamViewer, but would like to, you will need to purchase the license directly from TeamViewer’s site.


Q. Where do I purchase a TeamViewer license?

A. You can purchase TeamViewer licenses on TeamViewer’s site.


Q. What about other remote access integrations?

A. We currently have Splashtop, as well as ScreenConnect remote access integrations. If there are other integrations you’d like to see us add, please visit the Atera ideas board and let us know. We love hearing your suggestions.


Q. What about the Splashtop remote access integration? Will it remain free?

A. Splashtop remote access will remain unchanged, so you can continue to enjoy it, and yes, it will remain free.

 

 

 

Was this article helpful?
1 out of 1 found this helpful
Have more questions? Submit a request