Zoho Assist introduced Session Highlights on July 15, 2026, a feature that automatically analyzes completed remote support sessions to generate structured, searchable records. This tool identifies applications accessed, actions taken, and issue categories resolved during each session, transforming routine support interactions into actionable insights, according to zoho.com.
Session Highlights works by scanning every support session after closure, extracting key data points such as application usage and issue types. Managed service providers (MSPs) can filter this data by customer, enabling evidence-based client conversations during billing or renewal discussions. Healthcare IT teams benefit from detailed records that help manage critical systems like electronic health records and scheduling platforms, reducing downtime risks, zoho.com explained.
The feature addresses a common challenge where support sessions end without preserving insights, limiting teams’ ability to improve service or communicate effectively with clients. By turning session data into a tangible asset, Zoho Assist enhances operational transparency and accountability. This approach aligns with broader SaaS trends emphasizing data-driven customer support and service optimization.
Session Highlights became available to Zoho Assist users starting July 15, 2026, as detailed in the official Zoho blog post. The company highlighted its potential to improve client relationships and operational efficiency across sectors including managed services and healthcare IT.