Tip #43 - Track, Review, and Analyze Your Assist Sessions with Reports-'Insider Insights'

Tip #43 - Track, Review, and Analyze Your Assist Sessions with Reports-'Insider Insights'

Did you know you can generate detailed reports for both remote support sessions and unattended access sessions in Zoho Assist? This makes it easy to monitor technician activity, measure efficiency, and review customer interactions. Let us now take a closer look at the report feature in detail. 

In a busy support environment, keeping track of past remote support sessions and unattended access sessions is as crucial as fixing things on the fly. That's why Zoho Assist provides an exclusive Reports feature, which helps you easily monitor activity, see how you're doing, and plan for the future. If you're interested in reviewing technician performance, session length, or customer calls, Reports puts all the information at your fingertips.

To get started with the reports, navigate to Reports from the top menu bar. From the sidebar, choose your preferred report type—session count, duration, technician-based, or service queue. Apply filters to narrow down results. You can search by customer email, IP address, operating system, or even choose a custom date range.



Types of reports for both Remote Support and Unattended Access:


Session Count Reports: Track the total number of remote support or unattended sessions conducted during a specific time period.

Session Duration Reports: See how long each session ran with flexible ranges—last 7 days, 30 days, 180 days, or a user-defined date range.


Technician Session Count Reports: Easily track how many sessions each technician has hosted within a chosen timeframe. Compare the results in a pie chart or bar chart to easily compare activity across your team.


Technician Session Duration Reports: Get a clear picture of how much time technicians spend on sessions. Use filters to see individual or group data, and even by inbound or outbound sessions for more insight.


Service Queue Reports: View details of sessions requested via the self-service portal, such as department name, request status, and session start time.



With Reports, you can:

  • View past sessions easily – Get instant access to information about every session you’ve conducted, including start and end times, customer details, and operating system.

  • Analyze trends visually – Select from several views such as charts and graphs to gain a clearer understanding of support patterns.

  • Download and share reports – Export your data in CSV or PDF format for offline viewing, record-keeping, or monitoring by teams.

By eliminating the need for manual tracking and analysis, Zoho Assist’s Reports feature helps you save time, improve monitoring, and make data-driven decisions. Whether you’re auditing sessions for compliance, measuring technician productivity, or identifying customer support patterns, Reports equips you with the right insights to act with confidence.

Try it out and let us know how it’s helping your team improve session management! If you need help setting up or have any questions, feel free to reach out to us at support@zohoassist.com — we’re here to help.


    • Recent Topics

    • Business Hours with lunch break

      Our business hours are: mon - fri 08:30 - 13:00, 15:00 - 18:30. How can I handle the lunch break? If I use 8:30 - 18:30 it obviously breaks SLA. Thanks

    • Default/Private Departments in Zoho Desk

      1) How does one configure a department to be private? 2) Also, how does one change the default department? 1) On the list of my company's Zoho Departments, I see that we have a default department, but I am unable to choose which department should be default. 2) From the Zoho documentation I see that in order to create a private department, one should uncheck "Display in customer portal" on the Add Department screen. However, is there a way to change this setting after the department has been created?

    • Ask the Experts 21: Power up your support game with Zoho Desk Automation

      " In every business, there are tasks to automate, Zoho Desk helps with features that integrate Assignments to manage tickets and teams to align,Macros for quick actions and workflows to streamline Contracts and schedules to hold things tight, Plans run

    • If leads are assigned to a person before 4:00 PM and the stage is "Fresh Lead", then an email should be triggered at 4:00 PM to all assigned users. If leads are assigned after 4:00 PM and the stage is

      If leads are assigned to a person before 4:00 PM and the stage is "Fresh Lead", then an email should be triggered at 4:00 PM to all assigned users. If leads are assigned after 4:00 PM and the stage is "Fresh Lead", then the email should be triggered the

    • Multiselect lookup in subform

      It would be SO SO useful if subforms could support a multiselect look up field! Is this in the works??

    • Tasks as calendar events? What about a way to verify a meeting actually happened?

      I'm not sure how to best ask this, but i'm looking to add some guard-rails into zoho for the end-user. However for guardrails to be effective they can't really add extra steps for the end-user. i.e. every step that's added for the user, is another place

    • Attachments should sync between Zoho Finance in CRM and Zoho Books

      It would EXTREMELY helpful and practical if the attachments added to an invoice via Zoho Finance in CRM synced with the invoice updates in Zoho Books. Currently, attachments to an invoice updated in CRM DO NOT appear as attachments when viewing the same

    • Introducing a new home page view and UI enhancements for Dashboards

      Hello everyone,  In CRM, the home pages provide a quick view of the various happenings in a business with the help of dashboards. The home pages also help to organize one's and the team's day's work. There are three views in the home tab: Classic User's

    • Translation support expanded for Modules, Subforms and Related Lists

      Hello Everyone!   The translation feature enables organizations to translate certain values in their CRM interface into different languages. Previously, the only values that could be translated were picklist values and field names. However, we have extended

    • Call result pop up on call when call ends

      I’d like to be able to create a pop up that appears after a call has finished that allows me to select the Call Result. I'm using RingCentral. I have seen from a previous, now locked, thread on Zoho Cares that this capability has been implemented, but

    • Data Template Amending

      Hi, is it possible to remove data templates once you have applied them in Workdrive? Also, once I have added a new field to a data template can I mass update multiple files who have already been allocated that template and amend just that one added

    • Zoho Flow y subformularios de Zoho CRM

      Buenas tardes, En mi empresa vamos a empezar a usar los subformularios de zoho crm pero estos los voy a tener que rellenar con zoho flow ya que va a ser el encargado de rellenar dichos campos del subformulario. El problema es que a la hora de intentar

    • Recurring Invoices

      We are looking at moving our invoices to ZOHO Billing, I have started the trial period and like that I can et up for four different companies. The one feature we need which is mentioned in the documentation is Recurring Invoices so we can send our Rent

    • Implement Meeting Polls in Zoho Bookings

      Dear Zoho Bookings Support Team, We'd like to propose a feature enhancement related to appointment scheduling within Zoho Bookings. Current Functionality: Zoho Bookings excels at streamlining individual appointment scheduling. Users can set availability

    • Zoho Projects App update: Arabic and Hebrew language support

      Hello everyone! In the latest version(v3.10) of the Zoho Projects iOS app update, we have brought in support to access the app in RTL(Right to Left) languages (Arabic and Hebrew). Note: RTL is yet to be supported on the Calendar and Gantt charts modules

    • I want to cancel @mention group in the notes in Zoho CRM

      Hi Everybody, I want to prevent people from mentioning a specific group in notes in Zoho CRM. We have one group called Team Sales, and although we've asked users not to mention groups, they still mention the group name. My workaround is to change the

    • Kaizen #193: Creating different fields in Zoho CRM through API

      🎊 Nearing 200th Kaizen Post – We want to hear from you! Do you have any questions, suggestions, or topics you would like us to cover in future posts? Your insights and suggestions help us shape future content and make this series better for everyone.

    • How to install node packages in Zoho Creator cloud functions

      I wanted to create some functions which requires node packages like axios, fetch, multer etc., How and where can i install the node packages in Zoho creator to use it in Zoho creator Nodejs function.

    • Session "Ask Me Anything" Zoho France - Le 26 Juin 2025 14h à 17h (en Français

      Chers Utilisateurs, Vous cherchez à mieux comprendre Zoho CRM ou Zoho Desk ? Nos experts seront disponibles pour répondre à toutes vos questions lors de notre session Ask Me Anything. Rejoignez-nous ici pour en discuter en ligne. Pendant trois heures,

    • Option to Crop Existing Agent Image in Zoho One Directory

      Hello Zoho Team, We hope you're all doing well. We would like to request a small but useful enhancement to the Zoho One Directory. 🎯 Current Limitation At present, the system allows cropping an agent image only during the initial upload of an agent's

    • Introducing Sub-Accounts in Zoho Books!

      Hello Everyone, Sub-Accounts is LIVE! Yes, you read it right. The much needed and most requested feature is now live in Zoho Books. The sub-accounts feature in Zoho Books will help you to classify your accounts further which will give you a more detailed view of your accounts while running reports. You can create sub-accounts for the below Accounts: Asset Cost of Goods Sold Expense Liability Fixed Asset Other Asset Other Current Asset Long Term Liability Other Current Liability Other Liability Other

    • Sesión "Ask me anything" Zoho en Español - 26 de junio de 2025, de 14:00 a 17:00 (en español)

      ¡Hola Comunidad! ¿Quieres entender mejor Zoho CRM o Zoho Desk? Nuestros expertos estarán disponibles para responder a todas tus preguntas durante nuestra sesión "Ask me anything". Puedes comentar este artículo y durante tres horas, nuestro equipo estará

    • UI Update: We've Reorganized Invoice Settings

      Dear users, We’ve reorganized invoice settings to offer you a streamlined and intuitive experience when managing your subscriptions. Starting from 2 July 2025, subscription-related invoice settings will be accessible from a new page called Billing Preferences

    • Marketer’s Space – Automate Subscription Management for CRM Contacts Using Workflows in Zoho Campaigns

      Hello, marketers! Welcome back to Marketer’s Space. In this week’s post, we’ll look at how to simplify subscription management using Workflows for contacts synced from Zoho CRM in Zoho Campaigns. There are multiple ways to assign topics to your contacts:

    • CRM and Finance Tab - Add Invoice "Subject " Column

      When On a contact in CRM, and you click the Zoho Finace tab, how can I put in the invoice subject line? Or even a custom field for this.  We need to see what that invoice is for, without opening it.   If we have tons of invoices we need a way to quick

    • WhatsApp to shift to per-message billing from July 1, 2025

      Greetings Recruiters, If you’re using WhatsApp to connect with candidates through Zoho Recruit, there’s an important pricing change coming up that you’ll want to plan for. What’s changing? Starting July 1, 2025, WhatsApp is moving away from conversation-based

    • Implement full RTL support in Zoho Cliq, including text alignment and character positioning, regardless of the interface language.

      Dear Zoho Cliq Support Team, We are writing to request a significant enhancement to the current RTL language support within Zoho Cliq. Currently, while Zoho Cliq allows users to input text in RTL languages, the text alignment remains LTR, resulting in

    • Email Alerts with Affected Flow Details When Deprecating Modules in Zoho Flow

      Dear Zoho Flow Team, We would like to request an enhancement to the module deprecation process in Zoho Flow. 🧩 Current Limitation: Currently, when a module is deprecated by the Flow team: No email notifications are sent. There is no automated way to

    • are there Url parameters to group records in the report/view?

      There are URL parameters to filter records in target report.  Is there any way to group records in report by certain field, using URL parameters or embed report parameters? Or any other workaround, apart from creating second report for dofferent grouping?  Aim: I want to provide user a quick link to re-group embed report by different fields.

    • Setvalue() client script not working

      I have created a client script on the load the record(detail view page). I wanted to populate some default information in the single line field. for that I created the client script. below is the script: var field_obj = ZDK.Page.getField( 'Designation'

    • Power of Automation :: Automate Deal Status Update in Zoho CRM upon Project Completion.

      Hello Everyone, A Custom function is a user-written set of code to achieve a specific requirement. Set the required conditions needed as when to trigger using the Workflow rules (be it Tasks / Project) and associate the custom function to it. Requirement:

    • Leverage the power of Zia (AI) to create Marketing Projects in Zoho Marketing Plus

      Hey everyone, Zoho's advanced AI assistant, Zia, now works with OpenAI to offer personalized marketing activity suggestions for your marketing projects in Brand Studio. With information such as your campaign's objective, duration, marketing channel types,

    • Use Zoho Flow to Supercharge your Zoho FSM Integrations

      We are thrilled to announce that Zoho FSM is now included in Zoho Flow - Zoho’s powerful no-code integration platform. With this, you can connect Zoho FSM with your most-used applications—without requiring technical expertise. What does this offer? Zoho

    • Zoho Flow triggers not working

      Hi , I have set up a flow which triggers when a new record is created in a Zoho Creator app. This flow works great when I initiate the flow with  "test and debug". However the flow does not trigger in live mode.  I have tested all the connections used

    • Can you sync your Apple Calendar with Bigin Activities/calendar?

      I've searched everything I can find and nothing is coming up... I've got a number of things in my calendar for the future, and it would be easiest if I can sync between them to update my availability for my booking page (also syncing the other way would

    • How to track salesiq on google analytics without GTM

      Hello! We had to move the installation of the SalesIQ widget from GTM to directly do it in our wordpress site. The SalesIQ widget was being blocked by Adblockers which caused a lot of our visitors to not be able to see it. This issue was fixed from deleting

    • Custom Module Count

      We are on Zoho One. CRM says that the three modules which support Zoho Sign integration are "custom modules." Do these count against the 200 custom modules permitted by the One access to "enterprise-level" CRM features?

    • Marketer's Space: Bookmarks by Zoho Campaigns

      Hello Marketers, In this week's Marketer's Space, we'll look at a simple yet powerful feature that makes a big difference in your workflow: Bookmarks. Bookmarks is a built-in feature in Zoho Campaigns that enables you to create a personalized library

    • I need a custom AI Chatbot to be integrated with ChatGPT to Handle Customers inquiries

      I need a custom AI Chatbot to be integrated with ChatGPT to handle Customer inquiries, and save the data to Zoho CRM as a Leads, Also to schedule a demo with clients and more options

    • User Management > Agents request

      I have a few suggestions for the Agent page: 1) Please add a way to filter Full agents. The list currently shows Light agents as an option but sometimes it would be helpful to view only the full agent licenses or non-light agent. 2) Add the ability to

    • Next Page