Splashtop Service Desk Transcripts

Overview

Splashtop Service Desk now supports session transcripts, providing a full record of key session activities for auditing, troubleshooting, and compliance purposes. These transcripts include chat interactions, remote controls, and system tool operations performed during a system tool background session.

What Is Recorded in a Transcript?

1. Session Metadata

   • Session start and end time

   • Session ID and host machine details

   • Session transition records.

   • Session comments.

2. Chat Messages

   • All text messages exchanged during the session

3. System Tool Usage (if applicable)

How to View Transcripts

For Active Sessions

1. Open the Service Desk console.

2. Navigate to the Support Session list.

3. Select the session you are currently in.

4. Click the Transcript tab to view real-time logs.

For Past Sessions

1. Go to Logs → Sevice Desk → Support Sessions

2. Select the completed session you want to review.

3. Click the session record to display the recorded logs.

Exporting Transcripts

• Export Formats: Transcripts can be exported in CSV format for record-keeping.

• How to Export:

  1. Open the desired session’s transcript from logs.

  2. Click Export and the file will download to your local system.

• 

Use Cases

• Compliance & Audit – Ensure your support sessions meet internal IT or industry compliance requirements.

• Troubleshooting – Review exactly what commands and file transfers occurred during problem resolution.

• Training & Quality Control – Use transcripts to review team performance and provide targeted coaching.