Zecurit Remote Support enables technicians to securely connect to users and provide real-time assistance from anywhere. Whether supporting employees, customers, contractors, or remote workers, support sessions can be created quickly using a secure invitation link or session code.
This guide explains how to create support sessions, invite participants, join active sessions, and manage ongoing remote support activities through the Zecurit Remote Support console.
Overview
Remote Support is designed for attended support scenarios where a user actively participates in the session.
Unlike unattended remote access, remote support sessions are typically initiated by a technician and require the participant to join using a secure invitation link or session code.
Common use cases include:
- Technical troubleshooting
- Software installation assistance
- User training
- Device configuration
- Application support
- Customer assistance
- Help desk operations
The Remote Support dashboard provides a centralized location for managing support sessions and monitoring session activity.
Accessing Remote Support
To access Remote Support:
- Sign in to the Zecurit console.
- Navigate to Remote Access.
- Select Remote Support.
The Remote Support page displays:
- Active support sessions
- Pending invitations
- Recent sessions
- Favorite sessions
- Session status information
Administrators and technicians can create, join, and manage support sessions directly from this page.
Understanding the Remote Support Dashboard
The Remote Support dashboard provides visibility into all support sessions within your organization.
The Sessions tab displays information such as:
| Field | Description |
|---|---|
| Participant Name | Name or email address of the remote participant |
| Session Name | Description of the support request |
| Session Code | Unique session identifier |
| Session Status | Current session state |
| Created Time | Date and time the session was created |
| Join Action | Launches the support session |
Session Status Examples
Support sessions may display various statuses:
Waiting for User to Join
The support invitation has been sent, but the participant has not yet joined.
In Session
The participant has joined and the support session is currently active.
Session Ended
The session has been completed and closed.
Expired
The session invitation expired before the participant joined.
These status indicators help technicians monitor support activity and identify sessions that require attention.
Creating a Support Session
Support sessions can be created whenever assistance is required.
To Create a New Session
- Navigate to Remote Support.
- Click Start Session.
- The Create Session window appears.
- Enter a descriptive Session Name.
- Review the generated session details.
- Share the invitation with the participant.
- Click Save & Join to begin waiting for the participant.
A unique support session is immediately created.
Choosing a Session Name
Use meaningful names that clearly describe the issue.
Examples:
- Printer Connectivity Issue
- Software Installation Assistance
- Password Reset Request
- Outlook Configuration Support
- System Performance Troubleshooting
Clear session names make it easier to identify support requests and review session history.
Session Code Generation
Each support session receives a unique session code.
Example:
821-536-2854
The session code can be shared directly with the participant and used to join the session.
Session codes help ensure that participants connect to the correct support session.
Inviting an End User
After creating a support session, the participant must join before remote assistance can begin.
Zecurit provides multiple invitation methods.
Option 1: Share the Join Link
The Create Session window generates a unique support URL.
Example:
https://remote.zecurit.com/join?key=XXXXXXXXCopy the link and send it to the participant using:
- Microsoft Teams
- Slack
- Internal messaging platforms
- Support ticket systems
When the participant opens the link, they are directed to the session join page.
Option 2: Share the Session Code
If sending a link is not convenient, share the session code instead.
The participant can:
- Open the support join page.
- Enter the session code.
- Enter their name.
- Click Join Session.
This method is useful during phone support calls.
Option 3: Email Invitation
Administrators can enter the participant’s email address directly within the session creation window.
To send an invitation:
- Enter the email address.
- Verify the information.
- Send the invitation.
The participant receives a support session invitation containing:
- Session details
- Session code
- Join link
- Instructions for connecting
Joining a Support Session
Participants can join a support session using either the invitation link or the session code.
Joining with a Session Link
- Open the invitation link.
- Review the session information.
- Download or launch the support application if prompted.
- Approve any required permissions.
- Join the session.
The participant is automatically connected to the waiting technician.
Joining with a Session Code
- Open the Zecurit Join Session page.
- Enter the Session ID.
- Enter your name.
- Click Join Session.
The system validates the session code and connects the participant to the active support session.
First-Time Connection Requirements
Depending on the operating system, participants may be prompted to:
- Download the Quick Connect application
- Grant screen sharing permissions
- Approve accessibility permissions
- Allow remote control access
These permissions are required to establish a successful support session.
Starting the Remote Support Session
After the participant joins:
- The technician receives a connection notification.
- The participant’s device becomes available.
- The remote support viewer launches.
- The technician can begin troubleshooting.
During the session, technicians may:
- View the user’s screen
- Control the keyboard and mouse
- Transfer files
- Chat with the participant
- Run administrative commands
- Add session notes
- Invite additional technicians
- Monitor session activity
The support experience is designed to provide real-time collaboration between technicians and users.
Managing Active Sessions
The Remote Support dashboard provides tools for managing active support sessions.
Viewing Active Sessions
The Sessions tab displays all current support activity.
Administrators can quickly identify:
- Active sessions
- Waiting participants
- Session duration
- Support history
This helps teams coordinate support efforts and monitor technician workloads.
Joining an Existing Session
Authorized technicians can join an existing session directly from the dashboard.
To join:
- Locate the session.
- Click Join.
- The Remote Viewer launches.
- Begin assisting the participant.
This capability allows support teams to respond quickly to user requests.
Monitoring Session Duration
The dashboard displays session activity and duration information.
Examples:
- In Session for 10 Minutes
- In Session for 25 Minutes
- In Session for 40 Minutes
This helps managers track support efficiency and identify long-running sessions.
Session Actions
Additional session actions may be available through the session menu.
Common actions include:
- Join Session
- End Session
- View Session Information
- Review Session Notes
- View Session History
Available options depend on assigned permissions.
Session Security
Zecurit Remote Support uses multiple security controls to protect support sessions.
Security capabilities include:
- Encrypted communications
- Session codes
- Secure invitation links
- User consent workflows
- Session logging
- Audit trails
- Role-based access control
These controls help ensure that only authorized individuals can participate in support sessions.
As recommended by the National Institute of Standards and Technology (NIST), organizations should implement strong authentication, encrypted communications, access controls, and session monitoring to help secure remote support environments.
Best Practices
Use Descriptive Session Names
Clearly identify the purpose of each support request.
Share Invitations Securely
Avoid posting support links in public or unsecured locations.
Verify Participant Identity
Confirm the participant before accessing sensitive systems.
Monitor Active Sessions
Review session activity regularly to maintain visibility and accountability.
Document Support Activities
Use session notes to record troubleshooting actions and resolutions.
Close Sessions Promptly
End support sessions immediately after work is completed.
Frequently Asked Questions
Can multiple technicians join the same support session?
Yes. Additional technicians can be invited when collaboration is required.
What happens if the participant does not join?
The session remains in a waiting state until the invitation expires or the participant joins.
Can participants join using only a session code?
Yes. Participants can enter the session code and their name on the Join Session page.
Are support sessions encrypted?
Yes. All session communications are encrypted to help protect data and user privacy.
Can support sessions be audited?
Yes. Session activity can be logged and reviewed for security and compliance purposes.
Related Articles
- Remote Support Overview
- Session Features
- Session Confirmation Settings
- Preferences
- Unattended Remote Access Overview
- Remote Connections
- File Transfer
- Chat