When Session Recording is enabled, Assist captures the screen content of the remote device for the full duration of the session. The recording begins automatically at session start and ends when the session is closed. The resulting video file is stored in the Zoho Assist cloud and is accessible from the session report in the admin console. Recordings can be downloaded for local archiving. The recording captures what appears on screen, not a screen-cast of the technician’s local machine, so it accurately reflects what happened on the customer’s or managed device.
Enable Session Recording for all sessions on regulated environments, financial systems, healthcare applications, or any device where a change audit is required. It is also valuable for managed service providers who need to demonstrate to clients exactly what was done during a maintenance window. For internal IT teams, enabling recording for all unattended sessions provides accountability without requiring manual documentation of each action taken.
Session recordings consume storage within your Zoho Assist account and may be subject to a retention limit depending on your plan. Download and archive recordings to long-term storage if your compliance policy requires retention beyond the native limit. Recording increases bandwidth consumption slightly during the session. If sensitive information such as passwords or personal data is visible on screen during a session, review your data handling policy before enabling recording on those devices. Notify customers that sessions may be recorded, which in most Indian regulatory contexts is advisable even when not strictly mandated.
Whether a technician can disable recording depends on the Department and organisation-level settings configured by the admin. If the admin has enforced mandatory recording at the Department level, individual technicians cannot override it. This is the recommended configuration for regulated environments where recording is a compliance requirement rather than an optional convenience.
Zoho Assist stores session recordings on Zoho’s cloud infrastructure, which applies encryption at rest to stored data. The recordings are not additionally encrypted with a customer-managed key in the standard configuration. Organisations with stricter data sovereignty requirements should download recordings promptly and store them in an environment where they control the encryption keys and access policies.
Aaxonix is a certified Zoho implementation partner based in Pune. Architecture-first, no surprises.