Zecurit Remote Support includes a powerful set of collaboration and file transfer tools that enable technicians and end users to communicate, share information, exchange files, and work together efficiently during remote support sessions.

These features help reduce troubleshooting time, improve communication, and provide a better support experience for both technicians and users. Whether resolving technical issues, deploying software, collecting diagnostic information, or collaborating with other support personnel, Zecurit provides the tools required to streamline remote assistance.

This guide explains how to use chat, screen sharing, session notes, session history, and secure file transfer capabilities within Zecurit Remote Support.

Overview

Remote support often requires more than just remote control access. Technicians frequently need to communicate with users, exchange files, document troubleshooting activities, and review previous support interactions.

Zecurit Remote Support provides the following collaboration tools:

Two-Way Chat
Screen Sharing
Session Notes
Session History
File Transfer
Upload and Download Operations
Technician Collaboration

Together, these features help support teams deliver faster and more effective remote assistance.

Two-Way Chat

The Two-Way Chat feature enables technicians and users to communicate directly during a remote support session.

Built-in messaging eliminates the need for separate communication applications and allows technicians to gather information while troubleshooting issues.

Benefits of Two-Way Chat

Chat can be used to:

Understand reported issues
Request additional information
Guide users through troubleshooting steps
Explain maintenance activities
Confirm successful issue resolution
Share instructions during support sessions

Starting a Chat Session

To start a chat:

Join an active remote support session.
Click Chat from the session toolbar.
Enter your message.
Press Enter to send.

Messages are delivered instantly to the connected participant.

Common Chat Scenarios

Support teams commonly use chat to:

Ask users about error messages
Confirm device behavior
Explain configuration changes
Provide troubleshooting instructions
Coordinate maintenance activities

Chat communication remains available throughout the support session.

Screen Sharing

Screen sharing allows technicians to view the participant’s desktop in real time.

This capability helps support teams understand issues more quickly and observe problems as they occur.

How Screen Sharing Works

Once a support session is established and the participant grants permission, the technician can view the user’s screen.

Depending on permissions, the technician may also be able to:

Control the keyboard and mouse
Launch applications
Modify settings
Access files and folders
Perform troubleshooting tasks

Benefits of Screen Sharing

Screen sharing helps:

Reduce issue resolution times
Improve troubleshooting accuracy
Eliminate communication misunderstandings
Enable real-time support

Typical Use Cases

Screen sharing is frequently used for:

Application troubleshooting
Software installation assistance
User training
System configuration
Network troubleshooting
Performance investigations

Screen sharing provides a visual understanding of issues that would otherwise be difficult to explain verbally.

Session Notes

Session Notes allow technicians to document troubleshooting activities and important session details.

Maintaining accurate session records helps improve support quality and creates valuable historical information for future reference.

What Can Be Recorded?

Technicians commonly record:

Issue descriptions
Diagnostic findings
Troubleshooting steps performed
Configuration changes
Root cause analysis
Follow-up actions
Resolution details

Creating Session Notes

To create notes during a session:

Open the active support session.
Select Notes from the session toolbar.
Enter the required information.
Save the note.

Notes can be updated throughout the session as troubleshooting progresses.

Benefits of Session Notes

Session Notes help organizations:

Maintain support documentation
Improve technician collaboration
Reduce repeat troubleshooting
Build institutional knowledge
Improve support consistency

Session History

Session History provides a record of previous remote support activities.

Historical session information allows administrators and technicians to review prior interactions and understand previous troubleshooting efforts.

Information Available in Session History

Session records may include:

Session name
Participant information
Technician information
Session start time
Session end time
Session duration
Notes and comments
Session status

Benefits of Session History

Session History helps organizations:

Track support activity
Review previous issues
Improve troubleshooting efficiency
Support auditing requirements
Analyze technician workloads

Reviewing Previous Sessions

Administrators can use Session History to:

Investigate recurring issues
Review technician actions
Verify support completion
Generate support reports

Historical visibility improves accountability and operational efficiency.

File Transfer

File Transfer allows technicians and participants to securely exchange files during remote support sessions.

This capability is essential for delivering software, collecting diagnostics, and sharing documentation.

Common File Transfer Use Cases

Technicians frequently transfer:

Software installers
Device drivers
PowerShell scripts
Configuration files
Diagnostic tools
Log files
Reports
Documentation

File Transfer eliminates the need for email attachments and external file-sharing services.

Uploading Files to Remote Devices

Uploading files allows technicians to send files directly to the participant’s device.

To Upload Files

Start a remote support session.
Open File Transfer from the session toolbar.
Click Browse Files or drag and drop files into the upload area.
Review the selected files.
Click Send Files.

The files are securely transferred to the participant’s device.

Supported Upload Scenarios

Common upload activities include:

Installing software updates
Deploying configuration files
Delivering troubleshooting scripts
Sharing user documentation
Sending security tools

Monitoring Upload Progress

The File Transfer window displays:

File name
File size
Upload status
Transfer progress
Completion confirmation

This provides visibility into ongoing transfer activities.

Downloading Files from Remote Devices

Downloading files allows technicians to retrieve information from the participant’s system.

To Download Files

Open File Transfer.
Select Receive Files.
Browse the remote device.
Select the required files.
Confirm the download.

The selected files are transferred securely to the technician’s computer.

Common Download Scenarios

Technicians often download:

Log files
Diagnostic reports
Configuration files
Screenshots
Event logs
Application data

These files help support teams diagnose issues more efficiently.

Secure File Transfer Best Practices

File transfers often involve sensitive business information. Organizations should implement appropriate controls to reduce security risks.

Transfer Only Required Files

Exchange only the files necessary to complete troubleshooting activities.

Avoid transferring unnecessary or unrelated information.

Verify File Sources

Before opening downloaded files:

Verify file origin
Validate file integrity
Scan files using approved security tools

This helps reduce the risk of malware and unauthorized content.

Restrict Access When Necessary

Use role-based access controls to limit who can upload or download files.

File transfer permissions should align with job responsibilities.

Monitor File Transfer Activity

Regularly review transfer logs and support activity.

Monitoring helps identify:

Unusual transfer patterns
Unauthorized activity
Compliance violations

Protect Sensitive Information

Avoid transferring confidential information unless required.

Examples include:

Financial records
Healthcare information
Customer databases
Intellectual property

Use Clipboard Restrictions When Appropriate

Organizations with strict security requirements should consider restricting clipboard synchronization and file transfer capabilities through Remote Access Preferences.

Maintain Audit Records

Keep records of support sessions and transferred files to support compliance, auditing, and incident investigations.

As recommended by the National Institute of Standards and Technology (NIST), organizations should implement access controls, encryption, monitoring, and audit logging to help secure file transfer operations and remote support activities.

Best Practices for Remote Support Collaboration

Use Chat Before Taking Control

Communicate with users before performing administrative actions.

Document Important Findings

Record troubleshooting activities using Session Notes.

Review Session History

Examine previous support sessions before starting troubleshooting.

Transfer Files Securely

Use the built-in File Transfer tool instead of unsecured methods.

Limit Access to Authorized Personnel

Ensure only approved technicians participate in support sessions.

Maintain User Awareness

Keep users informed throughout the troubleshooting process.

These practices improve user trust, support quality, and operational security.

Frequently Asked Questions

Can technicians chat while controlling the remote device?

Yes. Chat remains available throughout the support session.

Can files be transferred in both directions?

Yes. Technicians can upload files to remote devices and download files from remote devices.

Are file transfers encrypted?

Yes. File transfers occur through secure communication channels established during the support session.

Can session notes be updated during a session?

Yes. Notes can be created and modified throughout the support process.

Why is Session History important?

Session History provides visibility into previous support interactions and helps technicians resolve recurring issues more efficiently.

Remote Support Overview
Creating and Managing Support Sessions
Session Features
Session Confirmation Settings
Preferences
Remote Connections
Security and Permissions

Collaboration and File Transfer Tools