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Helmwell
Remote support for TeamViewer: start sessions from tickets, send the join link, log who connected.
相容於
Support
開發人員
Great Work LLC
About this app
Start a TeamViewer remote support session from the ticket, put the join link in your reply, and get the session report back on the ticket: who connected, when, for how long and what they noted. Your customer still has to click the link. Helmwell takes care of everything around that click.
Helmwell is built by Great Work LLC. It is not made or endorsed by Zendesk or TeamViewer. TeamViewer is a trademark of TeamViewer Germany GmbH.
Start a session from the ticket
- One click, then confirm. Helmwell creates the TeamViewer session code and puts the join link, the code and its expiry into your reply. Nothing reaches the customer until you send it.
- The right queue and technician. Map Zendesk groups to TeamViewer groups and agents to their TeamViewer users, so each session lands in the right queue, assigned to whoever started it.
- Your words. Admins set the reply text, waiting message and code lifetime.
- You choose what TeamViewer receives: the ticket number always, the subject if allowed, the requester's name (on by default) and email (off by default).
See every session on the ticket
- Each session shows its live state (Customer waiting, Open, Expired or Closed) and every connection made with it.
- Join as technician, put the link in your reply again, or close the code so the link stops working.
- Tags
helmwell_sessionandhelmwell_openlet your views and triggers find them. The ticket and user sidebars list the requester's earlier sessions, newest first.
The session report, logged on the ticket
When a connection ends, one confirmed click adds one internal note with the technician, device, start and end time, length, notes, service case and the customer's rating. Only connections not logged yet are added, so nothing is noted twice.
Built to be trusted
- Setup that tells you what's wrong. An admin check tests the token and lists the group and technician ids in use.
- Nothing happens twice. Every change asks first, and a lost TeamViewer answer never creates a second session.
What it doesn't do
Helmwell has no server, so it reads TeamViewer when the sidebar opens or you click Refresh.
It works with session codes; it doesn't connect to unattended devices.
Session reports need a TeamViewer license that includes connection reporting (TeamViewer lists Premium and Corporate). Without it, Helmwell still creates, shows and closes sessions.
Plans (billed monthly by Zendesk)
- Team: $110 per month for Zendesk accounts with up to 12 agents and admins.
- Scale: $9 per agent per month for 13 or more agents and admins.
Every feature is on both plans. 14-day trial; Zendesk asks for a card at install and billing starts when the trial ends unless you uninstall. No free plan. Your TeamViewer license is separate and stays with TeamViewer. If your team outgrows Team, sessions stay visible and actions pause until an admin switches the plan.
Your data
Your TeamViewer token is stored as a Zendesk secure setting. It never reaches agents' browsers: Zendesk adds it to each request on the way to TeamViewer, and only to webapi.teamviewer.com. Helmwell reads the ticket you're on (subject, requester, group, the Helmwell field), the requester's other tickets that have sessions (for history) and your agent count for the plan. It sends TeamViewer only what the session needs, as listed above. Session codes and their states live in a Helmwell ticket field in your Zendesk; links, times and notes are read live from TeamViewer. Helmwell has no Great Work server, keeps no copy of your data, has no export, sends nothing to Great Work, does no background work and uses no AI.
Made by Great Work, a small software company. Questions go to hello@greatwork.company and a person replies within one business day. (We're the ones with the duck.)
App 詳情
如何安裝
In TeamViewer, sign in to the web Management Console as the person whose token Helmwell will use. For sessions from every technician, use a company administrator and choose company access (TeamViewer needs a Premium or Corporate license for that); otherwise a technician's own account works.
- 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). Leave every other permission off: Helmwell never needs users, groups, devices, contacts, meetings or policies. Copy the token.
- Install Helmwell from the Zendesk Marketplace and choose a plan: Team ($110 per month, up to 12 agents and admins) or Scale ($9 per agent per month, 13 or more). The 14-day trial starts now; Zendesk asks for a card and starts billing when the trial ends unless you uninstall.
- Paste the token into TeamViewer script token. Zendesk stores it as a secure setting: agents never see it and Zendesk only sends it to webapi.teamviewer.com.
- Set Default TeamViewer group: a group id (g followed by digits) or, with a technician's own token, a group name. Not sure of the id? Finish the install, open any ticket as an admin and click Check the TeamViewer connection: it lists the group and technician ids your recent sessions use.
- Optional: Group mapping sends tickets of a Zendesk group to another TeamViewer group, one line each, like
360001234567 = g4251234. Technician mapping assigns sessions to the agent who starts them, one line each, likemaya@yourcompany.com = u1000002. Assignment ismapped(the default: mapped agents get their sessions, others go unassigned into the group's queue),unassignedortoken. - Optional: change the reply text, the waiting message, how long codes work, whether the requester's name and email go to TeamViewer, and Who may take actions (
agentfor everyone,admin, custom role ids, orgroup:<id>). - Open a saved ticket and click Start TeamViewer session.
Helmwell creates one ticket field at install, "Helmwell: remote sessions (managed by the app)", which holds each ticket's session codes and hides itself in the ticket. Uninstalling removes the field and with it the list of sessions; the internal notes, the helmwell_* tags and everything in TeamViewer stay. The setup guide at https://greatwork.company/apps/helmwell/docs has more.
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方案與定價
Team
Free 14-day trial, then $110.00 per month
$110 per month for Zendesk accounts with up to 12 agents and admins. Every feature: start TeamViewer sessions from tickets, live session status, close codes, session reports as internal notes and session history. Email support, reply within 1 business day.
免費試用Scale
Free 14-day trial, then $9.00 per agent, per month
$9 per agent per month, for Zendesk accounts with 13 or more agents and admins. Smaller accounts choose Team; actions stay off on Scale below 13 agents. Every feature, as in Team. Email support, reply within 1 business day.
免費試用