Session transcript is a part of the features available in Service Desk. Technicians can now start a transcript that maintains a chronological history log of the chat and remote actions that are completed during service desk support sessions.
- Splashtop Enterprise with one or more technician licenses
- Business app version 126.96.36.199 or newer
- 188.8.131.52 supports transcript to remote Mac computers - Windows available in 184.108.40.206.
- For a user account to be able to use the feature, they must have the attended access feature available to them, being a technician role for example.
How to use the Session Transcript Feature
In order to start an in-session chat, click on the session, then click Transcript.
The users at the remote computer will see the transcript window pop up. The user would be able to chat the technician with the transcript window. It's also where you can see what the user types. Additionally, it will maintain a record of any remote actions, such as file transfer.
When a technician gets a new message from an end-user, the notification icon will show.