AI-Driven Remote Session Summaries in Atera: Turning Hands-On Support Into Instant Documentation

At a Glance

Atera’s AI-powered Remote Session Summaries eliminate one of the most persistent operational challenges in IT support: accurately documenting what happened during a remote session. Instead of spending time writing notes after completing a task, technicians simply end the session — and Atera automatically converts the device activity into a structured, human-readable report.
 

For MSPs and internal IT departments serving distributed teams and multi-location environments (a common setup in GCC enterprises), this feature dramatically improves accuracy, accountability, and operational speed.

The Hidden Cost of Remote Support: Documentation Drift

Remote troubleshooting is dynamic - settings change, services restart, applications get installed, and diagnostics run. But capturing all those steps manually is tedious, and in the rush of day-to-day operations, documentation often becomes incomplete or inconsistent.

This leads to:

• Poor ticket clarity
• Missing historical records
• Slower handoffs between technicians
• Weaker SLA transparency
• Gaps during audits or compliance reviews

Atera solves this by packaging each session’s activity into a clean, chronological summary — without requiring technicians to write a single line.

How Atera Creates Remote Session Summaries

When a Splashtop remote session ends on a Windows device, Atera’s AI Copilot analyzes the device’s activity log and generates an itemized recap of what occurred during the session.

The summary includes:

• Actions performed on the device
• Key adjustments and changes
• Technician identity
• Session duration
• A structured list of events for future reference

The experience is simple: disconnect the session, open the device’s Activity Log, and the summary is instantly available.
 

Why Splashtop Only?

Splashtop provides the device-level event data required for reliable session reconstruction. While Atera supports multiple remote access tools, automated session summaries currently apply only to Splashtop sessions.

What the AI Actually Captures

The Remote Session Summary reflects practical, technician-focused activity such as:

• Software installation or removal
• Registry or configuration changes
• Application launches
• System cleanup actions
• Diagnostics and troubleshooting steps
• Service restarts or performance fixes

It gives the IT team a clear picture of what was done — not just a vague description.

What the Summary Does Not Include

To maintain privacy and security:

• Sensitive information (passwords, personal data, etc.) is excluded
• The summary does not distinguish whether an action was performed by the technician or by the end user
• Actions must be logged by the agent to appear in the summary
• The feature generates summaries only when the session is properly disconnected (not closed abruptly)

This ensures the summary remains accurate, safe, and compliant.

Where Session Summaries Live

Remote Session Summaries are accessible inside the Agent Console → Activity Log for each device.

Permissions follow a simple structure:

• Admins can view summaries for all Splashtop sessions
• Technicians can only view summaries for the sessions they initiated

This keeps visibility controlled and aligned with organizational responsibilities.

Atera’s AI Enhances Ticketing and Documentation Workflows

While the session summary itself is device-specific, Atera’s broader AI ecosystem strengthens documentation across the platform:

• AI auto-populates ticket categories and priorities
• Resolution notes and ticket summaries are generated automatically
• AI can create knowledge base articles from resolved tickets
• Actionable Insights highlight recurring issues and suggest automation scripts

Combined with Remote Session Summaries, this creates a documentation workflow that is quicker, more consistent, and more reliable.

Benefits for MSPs and Corporate IT Teams

1. Zero-Effort Documentation

The summary captures technical actions automatically, freeing technicians from administrative follow-up work.

2. Faster Ticket Closure

Clear, structured summaries reduce the back-and-forth often needed to finalize resolutions.

3. Stronger SLA Compliance

Session histories become traceable, structured, and easy to reference when reporting KPIs or responding to clients.

4. Better Team Collaboration

Whether technicians are local, remote, or distributed across regions, everyone gains a shared understanding of what happened during support sessions.

5. Enhanced Audit Readiness

Every remote session becomes a verified record in the device’s activity history — essential for compliance-oriented industries and larger enterprises.

6. A Foundation for Intelligent Automation

Patterns seen in remote sessions help Atera’s AI recommend scripts, KB articles, follow-up actions, and future automations.

Technical Notes

To provide clarity for implementation:

• Works only with Splashtop sessions
• Supported only on Windows endpoints at this time
• Summaries are generated from the device’s activity log
• Requires disconnecting the session using Splashtop’s Disconnect button
• Does not store sensitive information

These boundaries ensure reliability, security, and predictable performance.

How This Feature Fits Into Atera’s Long-Term AI Vision

Remote Session Summaries represent more than documentation — they are a stepping stone toward proactive, autonomous IT operations.

As Atera evolves:

• Session data will feed deeper analytical models
• Action Mode will use natural language to trigger automated tasks
• Insights from sessions will influence thresholds and automation profiles
• IT Autopilot will leverage these records for smarter decision-making

Today, technicians get automated notes.
Tomorrow, they get automated actions — built on the context captured from these sessions.

Impact Seen Across Real-World Teams

Across MSPs and IT departments, teams report major gains:

• Up to 35% fewer tickets through better guidance and automation
• Technicians saving 13 hours per week with AI Copilot
• Stronger knowledge base coverage
• Faster onboarding of new technicians
• More consistent documentation across all clients or departments

What used to be a manual chore now happens automatically — every single time.

Why This Matters for GCC Businesses

GCC organizations often manage:

• Distributed offices
• Field technicians
• Hybrid workforces
• Strict audit expectations
• Fast-paced SLAs

Remote Session Summaries give these teams a dependable, standardized record of support actions — improving service transparency without adding manual workload.

See how Atera helps IT teams save time with automated session summaries → Schedule a quick, no-obligation call today.

FAQs

Does Atera automatically summarize all remote sessions?

Summaries are currently generated for Splashtop sessions on Windows endpoints and must be initiated through the device’s Activity Log.

Can the summary be added to a ticket?

It can be copied into a ticket manually. Ticket summaries and resolution notes, however, are automated separately through Copilot.

Are sensitive details included?

No. Sensitive data such as passwords or private fields are excluded by design.

Can all technicians view all summaries?

Admins can view all summaries, while technicians can only see their own.

Does the summary include the device identity?

Device details are visible in the Agent Console where the summary is accessed, though they are not embedded inside the summary text.

Is this feature accurate enough for audits?

It provides a reliable record of device actions and session activity, designed to support audit trails and internal compliance policies.

Will autonomous remediation use this information in the future?

Atera’s roadmap suggests deeper integration between session insights, Action Mode, and automated remediation workflows.