During an active Remote Session or Unattended Access session, the technician can open the File Transfer panel within the Assist interface. They can browse their local file system and push files to a specified location on the remote device, or pull files from the remote device to their local machine. Transfers are encrypted and occur over the same session connection. Both technician and customer can see transfer progress, and the session log records all file transfer activity including file names and directions.
Use File Transfer to deliver software installers, configuration files, scripts, or diagnostic tools to the remote machine during a support session. It is also useful for retrieving log files, crash dumps, or configuration exports from a customer machine without asking the customer to navigate to a folder and email a file. File Transfer is preferable to asking a customer to download from a public URL, as it eliminates the risk of them navigating to the wrong location or downloading a different version.
File Transfer speed is constrained by the connection quality of both endpoints; large files on slow connections will take significant time. There may be file size limits depending on your Assist plan. The technician should confirm the destination folder exists and the remote user has write permissions to it before initiating a transfer. All transferred files are logged in the session report, which is important both for the customer’s peace of mind and for the technician’s audit trail. Be aware that antivirus software on the remote machine may flag or quarantine transferred executables.
Yes. File Transfer in Zoho Assist is bidirectional. The customer can also initiate a transfer to send files to the technician, useful for sharing log files, screenshots, or configuration exports without the customer needing to navigate email or a file-sharing service. The technician receives a prompt to accept the incoming file before the transfer begins.
Zoho Assist does support file transfers of substantial size, but specific limits can vary by plan and may be subject to change. For very large files such as database exports or disk images, it is generally more practical to use a dedicated file transfer or cloud storage service rather than the in-session transfer panel, which is optimised for support-context files like installers and logs rather than bulk data movement.
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