Session Highlights: A complete picture of every remote support session

 Every support session generates valuable information. The applications accessed, the actions taken, the nature of the issue resolved — these details matter, both for the quality of individual sessions and for the health of the support operation as a whole. Session Highlights in Zoho Assist captures that information automatically, organizing it into a structured, searchable record that teams can act on.

Key takeaways

• Session Highlights automatically analyzes every completed remote support session in Zoho Assist

• It identifies key actions, categorizes issues, logs applications accessed, and generates a session summary

• Organization admins enable it once; it then applies to all concluded sessions across the team

• Session data can be filtered by technician, session type, application, category, and date range

• On-demand summaries can be generated across filtered session sets, suited for team reviews and reporting

• Disabling the feature does not remove existing highlights; re-enabling requires accepting the legal notice again

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What is Session Highlights?  

Session Highlights is a post-session intelligence feature within Zoho Assist. Once configured, it processes every completed remote support session and produces a structured overview covering the issue category, applications accessed, actions performed, and an AI-generated session summary. Support managers use it to assess session quality, identify recurring issues, and compile accurate activity reports without depending on manual documentation from technicians.

Top industries that benefit from using Zoho Assist Session Highlights

Managed service providers (MSPs)

MSPs manage support contracts across multiple clients simultaneously, and proving the value of those contracts often depends on data that is tedious to compile manually. Session Highlights gives MSPs a way to demonstrate this directly. By filtering session data by department or customer, an MSP can show a client exactly which issue categories occurred most frequently during a billing period, which applications generated the most support load, and how quickly each was resolved. This turns a routine account review into a data-backed conversation that supports contract renewals and upsells for additional coverage.

Healthcare IT support teams

Healthcare environments depend on electronic health record (EHR) systems, imaging software, and scheduling platforms that cannot tolerate extended downtime. When a support session involves one of these systems, the Applications view in Session Highlights immediately surfaces it, letting IT leads track how often clinical software requires intervention. Session tags and categories also help healthcare IT teams build a documented record of support activity, which is useful when internal audits or compliance reviews require evidence of how technical issues affecting patient-facing systems were handled and resolved.

Financial services support desks

Financial institutions run a mix of proprietary trading platforms, compliance software, and customer-facing banking applications, often across multiple departments with different risk profiles. The Session Category and Applications views let a financial services support desk identify which platforms are generating disproportionate support volume, information that becomes useful evidence in vendor renewal discussions or internal decisions about whether a given application needs replacement. Department-level filtering also allows support leaders to separate session activity by business unit, such as retail banking versus wealth management, for more precise internal reporting.

Higher education IT helpdesks

University IT departments support a wide population of students, faculty, and administrative staff, with support volume that spikes sharply during enrollment periods and the start of each term. Session Highlights lets these teams filter by date range to isolate peak periods and by department to understand whether support load is concentrated in specific colleges or administrative units. This makes it straightforward to staff appropriately for predictable surges and to justify resourcing decisions to university leadership using session data rather than anecdotal reports.

Retail and e-commerce IT teams

Retail support desks frequently field issues tied to point-of-sale systems, inventory management software, and e-commerce platforms, particularly during high-traffic periods such as seasonal sales events. The Applications view in Session Highlights makes it easy to spot whether a specific POS or inventory tool is responsible for a disproportionate share of support sessions during these windows. Technicians can also use session summaries to quickly brief incoming shifts on unresolved or recurring issues without needing a separate handoff document.

What the Session Highlights dashboard provides  

Session Category : Breakdown of the most frequently occurring issue categories across all support sessions. Select Expand for a detailed view, or use Export to download the data.

Applications : Ranked list of the applications most commonly accessed during support sessions. Select Expand to view the complete list, or export as needed.

Session Highlights Table : Comprehensive record for every session, where each entry includes:

1. Session Overview: the title generated for that session highlight

2. Session Title: the name of the associated support session

3. Session Type: the type of session conducted

4. Session Tags: tags associated with the issues identified

5. Session Category: the category under which the session is classified

6. Applications: applications accessed during the session

7. Start Time, End Time, Duration: the complete session timeline

8. Customer Email: the email address of the customer involved

9. Department Name: the department associated with the session

10. Technician Name: the technician who conducted the session

Note  : The full table can be searched or exported in CSV or PDF format.

How to enable Session Highlights  

Session Highlights is configured at the organization level. Only admins have access to this setting. Once enabled, it applies to all sessions concluded from that point forward.

1. Navigate to Reports > Session Highlights

2. Click Configure

3. Review the legal notice and click Agree & Continue

Highlights will begin generating for all subsequent completed sessions automatically.

How to disable Session Highlights  

Session Highlights can be disabled at any time without affecting previously captured data. Once disabled, new highlights will not be generated for upcoming sessions.

1. Navigate to Session Highlights

2. Click the Session Highlights toggle to turn it off

3. Click Disable in the confirmation dialog

Note : To reactivate Session Highlights after disabling it, the legal notice must be reviewed and accepted again before the feature resumes.

Generating session summary

The Generate Summary function produces a consolidated overview across multiple sessions simultaneously, based on whichever filters are applied. This is suited for team reporting, performance reviews, and client-facing summaries that would otherwise require manual compilation.

1. Go to the Session Highlights dashboard

2. Use the available filters to narrow down the sessions you want to summarize

3. Click Generate Summary

Empower your support teams with Zoho Assist Session Highlights to troubleshoot more effectively, streamline remote support workflows, maintain operational consistency, and deliver exceptional service at scale. Try Zoho Assist free for 15 days and see how it can help your team provide smarter, more effective support.