{"id":3252,"date":"2026-06-18T17:53:36","date_gmt":"2026-06-18T17:53:36","guid":{"rendered":"https:\/\/zecurit.com\/help\/remote-access\/remote-support\/creating-and-managing-support-sessions\/"},"modified":"2026-06-18T18:02:04","modified_gmt":"2026-06-18T18:02:04","slug":"managing-support-sessions","status":"publish","type":"docs","link":"https:\/\/zecurit.com\/help\/remote-access\/remote-support\/managing-support-sessions\/","title":{"rendered":"Creating and Managing Support Sessions"},"content":{"rendered":"\n<p>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.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Overview<\/h2>\n\n\n\n<p>Remote Support is designed for attended support scenarios where a user actively participates in the session.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>Common use cases include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Technical troubleshooting<\/li>\n\n\n\n<li>Software installation assistance<\/li>\n\n\n\n<li>User training<\/li>\n\n\n\n<li>Device configuration<\/li>\n\n\n\n<li>Application support<\/li>\n\n\n\n<li>Customer assistance<\/li>\n\n\n\n<li>Help desk operations<\/li>\n<\/ul>\n\n\n\n<p>The Remote Support dashboard provides a centralized location for managing support sessions and monitoring session activity.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Accessing Remote Support<\/h2>\n\n\n\n<p>To access Remote Support:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Sign in to the Zecurit console.<\/li>\n\n\n\n<li>Navigate to <strong>Remote Access<\/strong>.<\/li>\n\n\n\n<li>Select <strong>Remote Support<\/strong>.<\/li>\n<\/ol>\n\n\n\n<p>The Remote Support page displays:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Active support sessions<\/li>\n\n\n\n<li>Pending invitations<\/li>\n\n\n\n<li>Recent sessions<\/li>\n\n\n\n<li>Favorite sessions<\/li>\n\n\n\n<li>Session status information<\/li>\n<\/ul>\n\n\n\n<p>Administrators and technicians can create, join, and manage support sessions directly from this page.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Understanding the Remote Support Dashboard<\/h2>\n\n\n\n<p>The Remote Support dashboard provides visibility into all support sessions within your organization.<\/p>\n\n\n\n<p>The Sessions tab displays information such as:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Field<\/th><th>Description<\/th><\/tr><\/thead><tbody><tr><td>Participant Name<\/td><td>Name or email address of the remote participant<\/td><\/tr><tr><td>Session Name<\/td><td>Description of the support request<\/td><\/tr><tr><td>Session Code<\/td><td>Unique session identifier<\/td><\/tr><tr><td>Session Status<\/td><td>Current session state<\/td><\/tr><tr><td>Created Time<\/td><td>Date and time the session was created<\/td><\/tr><tr><td>Join Action<\/td><td>Launches the support session<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Session Status Examples<\/h3>\n\n\n\n<p>Support sessions may display various statuses:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Waiting for User to Join<\/h4>\n\n\n\n<p>The support invitation has been sent, but the participant has not yet joined.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">In Session<\/h4>\n\n\n\n<p>The participant has joined and the support session is currently active.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Session Ended<\/h4>\n\n\n\n<p>The session has been completed and closed.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Expired<\/h4>\n\n\n\n<p>The session invitation expired before the participant joined.<\/p>\n\n\n\n<p>These status indicators help technicians monitor support activity and identify sessions that require attention.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Creating a Support Session<\/h2>\n\n\n\n<p>Support sessions can be created whenever assistance is required.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">To Create a New Session<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Navigate to <strong>Remote Support<\/strong>.<\/li>\n\n\n\n<li>Click <strong>Start Session<\/strong>.<\/li>\n\n\n\n<li>The Create Session window appears.<\/li>\n\n\n\n<li>Enter a descriptive Session Name.<\/li>\n\n\n\n<li>Review the generated session details.<\/li>\n\n\n\n<li>Share the invitation with the participant.<\/li>\n\n\n\n<li>Click <strong>Save &amp; Join<\/strong> to begin waiting for the participant.<\/li>\n<\/ol>\n\n\n\n<p>A unique support session is immediately created.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Choosing a Session Name<\/h3>\n\n\n\n<p>Use meaningful names that clearly describe the issue.<\/p>\n\n\n\n<p>Examples:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Printer Connectivity Issue<\/li>\n\n\n\n<li>Software Installation Assistance<\/li>\n\n\n\n<li>Password Reset Request<\/li>\n\n\n\n<li>Outlook Configuration Support<\/li>\n\n\n\n<li>System Performance Troubleshooting<\/li>\n<\/ul>\n\n\n\n<p>Clear session names make it easier to identify support requests and review session history.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Session Code Generation<\/h3>\n\n\n\n<p>Each support session receives a unique session code.<\/p>\n\n\n\n<p>Example:<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>821-536-2854\n<\/code><\/pre>\n\n\n\n<p>The session code can be shared directly with the participant and used to join the session.<\/p>\n\n\n\n<p>Session codes help ensure that participants connect to the correct support session.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Inviting an End User<\/h2>\n\n\n\n<p>After creating a support session, the participant must join before remote assistance can begin.<\/p>\n\n\n\n<p>Zecurit provides multiple invitation methods.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Option 1: Share the Join Link<\/h3>\n\n\n\n<p>The Create Session window generates a unique support URL.<\/p>\n\n\n\n<p>Example:<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>https:&#47;&#47;remote.zecurit.com\/join?key=XXXXXXXX<\/code><\/pre>\n\n\n\n<p>Copy the link and send it to the participant using:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Email<\/li>\n\n\n\n<li>Microsoft Teams<\/li>\n\n\n\n<li>Slack<\/li>\n\n\n\n<li>WhatsApp<\/li>\n\n\n\n<li>Internal messaging platforms<\/li>\n\n\n\n<li>Support ticket systems<\/li>\n<\/ul>\n\n\n\n<p>When the participant opens the link, they are directed to the session join page.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Option 2: Share the Session Code<\/h3>\n\n\n\n<p>If sending a link is not convenient, share the session code instead.<\/p>\n\n\n\n<p>The participant can:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Open the support join page.<\/li>\n\n\n\n<li>Enter the session code.<\/li>\n\n\n\n<li>Enter their name.<\/li>\n\n\n\n<li>Click <strong>Join Session<\/strong>.<\/li>\n<\/ol>\n\n\n\n<p>This method is useful during phone support calls.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Option 3: Email Invitation<\/h3>\n\n\n\n<p>Administrators can enter the participant&#8217;s email address directly within the session creation window.<\/p>\n\n\n\n<p>To send an invitation:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Enter the email address.<\/li>\n\n\n\n<li>Verify the information.<\/li>\n\n\n\n<li>Send the invitation.<\/li>\n<\/ol>\n\n\n\n<p>The participant receives a support session invitation containing:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Session details<\/li>\n\n\n\n<li>Session code<\/li>\n\n\n\n<li>Join link<\/li>\n\n\n\n<li>Instructions for connecting<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Joining a Support Session<\/h2>\n\n\n\n<p>Participants can join a support session using either the invitation link or the session code.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Joining with a Session Link<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Open the invitation link.<\/li>\n\n\n\n<li>Review the session information.<\/li>\n\n\n\n<li>Download or launch the support application if prompted.<\/li>\n\n\n\n<li>Approve any required permissions.<\/li>\n\n\n\n<li>Join the session.<\/li>\n<\/ol>\n\n\n\n<p>The participant is automatically connected to the waiting technician.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Joining with a Session Code<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Open the Zecurit Join Session page.<\/li>\n\n\n\n<li>Enter the Session ID.<\/li>\n\n\n\n<li>Enter your name.<\/li>\n\n\n\n<li>Click <strong>Join Session<\/strong>.<\/li>\n<\/ol>\n\n\n\n<p>The system validates the session code and connects the participant to the active support session.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">First-Time Connection Requirements<\/h3>\n\n\n\n<p>Depending on the operating system, participants may be prompted to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Download the Quick Connect application<\/li>\n\n\n\n<li>Grant screen sharing permissions<\/li>\n\n\n\n<li>Approve accessibility permissions<\/li>\n\n\n\n<li>Allow remote control access<\/li>\n<\/ul>\n\n\n\n<p>These permissions are required to establish a successful support session.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Starting the Remote Support Session<\/h2>\n\n\n\n<p>After the participant joins:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>The technician receives a connection notification.<\/li>\n\n\n\n<li>The participant&#8217;s device becomes available.<\/li>\n\n\n\n<li>The remote support viewer launches.<\/li>\n\n\n\n<li>The technician can begin troubleshooting.<\/li>\n<\/ol>\n\n\n\n<p>During the session, technicians may:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the user&#8217;s screen<\/li>\n\n\n\n<li>Control the keyboard and mouse<\/li>\n\n\n\n<li>Transfer files<\/li>\n\n\n\n<li>Chat with the participant<\/li>\n\n\n\n<li>Run administrative commands<\/li>\n\n\n\n<li>Add session notes<\/li>\n\n\n\n<li>Invite additional technicians<\/li>\n\n\n\n<li>Monitor session activity<\/li>\n<\/ul>\n\n\n\n<p>The support experience is designed to provide real-time collaboration between technicians and users.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Managing Active Sessions<\/h2>\n\n\n\n<p>The Remote Support dashboard provides tools for managing active support sessions.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Viewing Active Sessions<\/h3>\n\n\n\n<p>The Sessions tab displays all current support activity.<\/p>\n\n\n\n<p>Administrators can quickly identify:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Active sessions<\/li>\n\n\n\n<li>Waiting participants<\/li>\n\n\n\n<li>Session duration<\/li>\n\n\n\n<li>Support history<\/li>\n<\/ul>\n\n\n\n<p>This helps teams coordinate support efforts and monitor technician workloads.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Joining an Existing Session<\/h3>\n\n\n\n<p>Authorized technicians can join an existing session directly from the dashboard.<\/p>\n\n\n\n<p>To join:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Locate the session.<\/li>\n\n\n\n<li>Click <strong>Join<\/strong>.<\/li>\n\n\n\n<li>The Remote Viewer launches.<\/li>\n\n\n\n<li>Begin assisting the participant.<\/li>\n<\/ol>\n\n\n\n<p>This capability allows support teams to respond quickly to user requests.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Monitoring Session Duration<\/h3>\n\n\n\n<p>The dashboard displays session activity and duration information.<\/p>\n\n\n\n<p>Examples:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>In Session for 10 Minutes<\/li>\n\n\n\n<li>In Session for 25 Minutes<\/li>\n\n\n\n<li>In Session for 40 Minutes<\/li>\n<\/ul>\n\n\n\n<p>This helps managers track support efficiency and identify long-running sessions.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Session Actions<\/h3>\n\n\n\n<p>Additional session actions may be available through the session menu.<\/p>\n\n\n\n<p>Common actions include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Join Session<\/li>\n\n\n\n<li>End Session<\/li>\n\n\n\n<li>View Session Information<\/li>\n\n\n\n<li>Review Session Notes<\/li>\n\n\n\n<li>View Session History<\/li>\n<\/ul>\n\n\n\n<p>Available options depend on assigned permissions.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Session Security<\/h2>\n\n\n\n<p>Zecurit Remote Support uses multiple security controls to protect support sessions.<\/p>\n\n\n\n<p>Security capabilities include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Encrypted communications<\/li>\n\n\n\n<li>Session codes<\/li>\n\n\n\n<li>Secure invitation links<\/li>\n\n\n\n<li>User consent workflows<\/li>\n\n\n\n<li>Session logging<\/li>\n\n\n\n<li>Audit trails<\/li>\n\n\n\n<li>Role-based access control<\/li>\n<\/ul>\n\n\n\n<p>These controls help ensure that only authorized individuals can participate in support sessions.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Best Practices<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Use Descriptive Session Names<\/h3>\n\n\n\n<p>Clearly identify the purpose of each support request.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Share Invitations Securely<\/h3>\n\n\n\n<p>Avoid posting support links in public or unsecured locations.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Verify Participant Identity<\/h3>\n\n\n\n<p>Confirm the participant before accessing sensitive systems.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Monitor Active Sessions<\/h3>\n\n\n\n<p>Review session activity regularly to maintain visibility and accountability.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Document Support Activities<\/h3>\n\n\n\n<p>Use session notes to record troubleshooting actions and resolutions.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Close Sessions Promptly<\/h3>\n\n\n\n<p>End support sessions immediately after work is completed.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Frequently Asked Questions<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Can multiple technicians join the same support session?<\/h3>\n\n\n\n<p>Yes. Additional technicians can be invited when collaboration is required.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What happens if the participant does not join?<\/h3>\n\n\n\n<p>The session remains in a waiting state until the invitation expires or the participant joins.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Can participants join using only a session code?<\/h3>\n\n\n\n<p>Yes. Participants can enter the session code and their name on the Join Session page.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Are support sessions encrypted?<\/h3>\n\n\n\n<p>Yes. All session communications are encrypted to help protect data and user privacy.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Can support sessions be audited?<\/h3>\n\n\n\n<p>Yes. Session activity can be logged and reviewed for security and compliance purposes.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">Related Articles<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Remote Support Overview<\/li>\n\n\n\n<li>Session Features<\/li>\n\n\n\n<li>Session Confirmation Settings<\/li>\n\n\n\n<li>Preferences<\/li>\n\n\n\n<li>Unattended Remote Access Overview<\/li>\n\n\n\n<li>Remote Connections<\/li>\n\n\n\n<li>File Transfer<\/li>\n\n\n\n<li>Chat<\/li>\n<\/ul>\n","protected":false},"featured_media":0,"parent":3194,"menu_order":0,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-3252","docs","type-docs","status-publish","hentry"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/zecurit.com\/help\/wp-json\/wp\/v2\/docs\/3252","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/zecurit.com\/help\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/zecurit.com\/help\/wp-json\/wp\/v2\/types\/docs"}],"replies":[{"embeddable":true,"href":"https:\/\/zecurit.com\/help\/wp-json\/wp\/v2\/comments?post=3252"}],"version-history":[{"count":1,"href":"https:\/\/zecurit.com\/help\/wp-json\/wp\/v2\/docs\/3252\/revisions"}],"predecessor-version":[{"id":3254,"href":"https:\/\/zecurit.com\/help\/wp-json\/wp\/v2\/docs\/3252\/revisions\/3254"}],"up":[{"embeddable":true,"href":"https:\/\/zecurit.com\/help\/wp-json\/wp\/v2\/docs\/3194"}],"wp:attachment":[{"href":"https:\/\/zecurit.com\/help\/wp-json\/wp\/v2\/media?parent=3252"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/zecurit.com\/help\/wp-json\/wp\/v2\/doc_tag?post=3252"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}