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When session recording is enabled by an admin (i.e., on an account-wide or per-device group basis), all screen-sharing support sessions are automatically recorded and stored on the Recordings page. You can browse recorded support sessions that occurred for all remote support agents, and download them for viewing within 90 days.
You can also select your user name in the top navigation and use the account drop-down menu to access the My Account page, Manage People & Devices (i.e., if your account has admin access), and Sign Out.
Note: Session recordings are limited to approximately 60 minutes per session. However, high screen activity (including high resolution and multiple monitors) may result in shorter recording limits. The support session will continue without interruption even after Session Recording stops.
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On the Recordings page, the following columns are displayed for each recording:
Note: This does not reflect the time the customer joined the session.
When you click on the row of a recording, the following recording info will display:
All session recordings will be listed in the order of the most recently recorded sessions, as indicated by the Descend Arrow icon in the "Time Created" column. You can click Time Created to reverse the list order (indicated by the Ascend Arrow icon in the "Time Created" column) and display the earliest recorded sessions.
- To download a single recording, click the Prepare Download icon in the right navigation on the row of your desired recording. To select multiple recordings, hold the CTRL key and click on the row of each recording you want to select, then click the Prepare Download icon .
- Once your recordings have finished preparing for download, click the Download Now icon , or click Download in the left column beside it. If the recording is selected, you can click Download at the bottom of recording info.
- Click Download on the prompt to confirm, then open it when the download is complete. You can now save the recording locally.