Help CenterThis article provides instructions for the Atera for IT Departments platform.
With our easy-to-use TeamViewer integration, remotely connect to your users' computers with one click. Provide instant remote support for your users by securely connecting to their computers, accessing files and applications, and troubleshooting problems anywhere, anytime. Connect to an unlimited number of users, with up to three remote sessions available at any one time. The integration is for Windows OS only.
This article includes the following sections:
- Instructions for TeamViewer integration setup
- Instructions for initiating a remote connection with TeamViewer
- TeamViewer Q and A
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 user/host listings, groupings, or hierarchies on your TeamViewer Management Console will remain untouched. We won’t overrun any of the existing organizational structures. 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.
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 users' 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 (users 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.
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 users by clicking the Set as Default button.
e. Click Save. Your TeamViewer settings are saved and you can now connect to your users 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 canceling/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 users on Atera, in four ways:
- From the Devices page
- From within a device/agent
- From the Sites 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 appears.
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 appears.
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 Sites page:
1. Click on Sites (on the side panel). A list of your Sites appears.
2. Click on the site, whose device you wish to connect to. The site's page appears.
3. Click on the Devices tab at the top of the screen.
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 appears.
2. Click, to open the specific ticket.
3. Click Connect to device, to open the remote access drop-down menu, and select TeamViewer. The remote connection will begin.
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 user's computer?
A. If you have a TeamViewer Business or Premium license, then you are responsible for installing the TeamViewer host on your users' computers. We do not install Business/Premium hosts for your users, at all.
If there is already a TeamViewer Corporate License host installed on your user's computer, then once you set up the integration and initiate a connection with the user, we automatically deploy the latest version of the host to your user.
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.
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