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TeamViewer updates Tensor solution for remote helpdesk frustration

Newer solutions can enable real-time remote IT support of both hardware and software problems that have often frustrated distributed teams in the past, notes TeamViewer.

With SaaS offerings such as Tensor, channel providers can keep customers’ distributed teams happier and less stressed overall by solving a wider range of their all-too-common IT problems, the vendor says.

“Employees face technical issues all the time. Not only is that frustrating for employees, but help desk specialists can’t always resolve support ticket requests quickly over the phone or through emails with screenshots,” TeamViewer points out.

With this in mind, TeamViewer has followed up its rollout of a Tensor mobile software development kit (SDK) with a 9 November announcement of co-browsing and support for large organisations’ multi-tenancy needs.

The augmented reality solution, TeamViewer Pilot, was also integrated — enabling remote support in the event of hardware problems in the home office.

Growing companies, especially global firms, must typically now offer remote support to staff wherever they are and on different platforms. TeamViewer Tensor can assist helpdesk staff to remotely fix issues faster, from printing problems to patch issues and system crashes, according to the vendor.

Useful features include fast deployment across “virtually any platform” or operating system to enable remote online management.

Hundreds or thousands of endpoint devices distributed locally, regionally or globally, including mobiles can be supported and updated. No VPN is required, the vendor adds.

Some on-prem remote access solutions are restricted by appliance capabilities and hardware limitations, TeamViewer points out.

Channel providers and customers can learn more via the TeamViewer Tensor knowledge base online.

According to TeamViewer, Tensor includes comprehensive logging to support audit trails as well as optional documentation of internal and external compliance processes.

End users are able to opt in as and when to collect a log of all relevant actions during remote control sessions and activities at management console level.

Tensor integrates with Microsoft Intune, Dynamics 365 and Active Directory, MobileIron, Amazon WorkSpaces, Zendesk, ServiceNow, Atlassian Jira, Freshworks, Freshdesk, IBM MaaS360, Salesforce, Ninja and more, according to the vendor.

Read more about Tensor.

(Photo by Unsplash on Unsplash)

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