Turn every support session into a data point that works for you

Most support teams close a session and move on. The issue gets resolved, the ticket gets marked done, and whatever insight that session generated quietly disappears. Session Highlights in Zoho Assist changes that. It automatically analyzes every completed remote support session, identifying the applications accessed, the actions taken, and the category of issue resolved, then compiles it into a structured, searchable record.

For managed service providers, this is a direct line to better client conversations. Instead of manually pulling together an account review, an MSP can filter session data by customer and show exactly which applications generated the most support load during a billing period. That turns a routine renewal call into a conversation backed by evidence, not estimates.

Healthcare IT teams face a different pressure entirely. Electronic health record systems and scheduling platforms cannot absorb extended downtime, and when something does go wrong, there needs to be a record. Session Highlights surfaces which clinical applications required intervention and how those issues were resolved, building the kind of documentation that compliance reviews expect.

Retail and e-commerce IT teams see the value most sharply during peak season. When a point-of-sale system starts generating a disproportionate share of support sessions during a holiday sales event, the Applications view makes that pattern visible immediately, not after the quarter closes.

None of this requires extra work from technicians. Once an admin enables Session Highlights at the organization level, it applies automatically to every session concluded from that point forward. Filters by technician, category, application, and date range make the data usable for team reviews, and the Generate Summary function compiles a consolidated overview across any filtered set of sessions, ready for a client update or a performance review without manual compilation.

Support data that used to disappear the moment a session closed now has a permanent, searchable home.

See what your support sessions have been telling you.Try Zoho Assist free for 15 days.