Anyone who’s worked on a service desk knows that a large percentage of tickets aren’t complex — they’re repetitive. Slow laptops, applications that won’t launch, VPNs dropping, or devices running out of disk space. Users usually raise a ticket once the issue has already interrupted their work, which means IT is always reacting.
TeamViewer DEX helps change that dynamic by giving IT teams real-time visibility into endpoint health and user experience. It continuously collects telemetry from devices, looking at things like CPU and memory usage, disk capacity, application crashes, boot times, and policy compliance. When something starts to drift outside of normal thresholds, DEX flags it early.
The real win for ticket deflection comes from automation and self-healing. For example, if a device is consistently running low on disk space, DEX can trigger a cleanup script before performance degrades. If a key business application crashes repeatedly, IT can automatically restart the service, reset user profiles, or push a known-good configuration. In many cases, the user never notices there was an issue at all — and no ticket is logged.
DEX also helps surface trends across the environment. If an OS update causes longer boot times or a VPN client update introduces instability, IT can spot the pattern quickly instead of piecing it together from dozens of tickets. Fixing the root cause once is far more effective than handling each incident individually.
By feeding these insights into self-service tools, dashboards, or proactive user communications, organisations can guide users to quick fixes or avoid issues altogether. The result is fewer tickets hitting the service desk, faster resolution when issues do occur, and a more proactive, data-driven approach to endpoint support.