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Using the Support Activity Report

Filter administrator sessions, inspect connected time and review incomplete support events.

Maintained by DeskGate · Updated October 6, 2026

What this report covers

Admin Support Activity reports remote-support workload and service coverage. It includes administrator summaries and session details. It is different from employee application usage and from file-system events recorded by USB & File.

Apply the right filters

Actual DeskGate support activity interface.
Actual DeskGate support activity interface. Open for original size. Example records are demonstration data.

Read the screenshot in three steps

The numbered notes below explain the screen areas in reading order. The original screenshot is unchanged; example values are demonstration data.

1

Top: administrator and service scope

From, To, Admin, Service type and Group narrow the review. Use the service involved in the known support task.

2

Summary: check incomplete pairs

Connected durations use paired start and end events. Incomplete event pairs are excluded from duration totals and shown separately.

3

Session details: confirm the event

Compare source, target, service, start and end with an authorized task. Connected time is not ticket-resolution time.

  1. Open the administrator support report.
  2. Choose From and To.
  3. Select Admin, Service type and Group for the question being reviewed.
  4. Choose the page size and click Apply.
  5. Review the administrator summary, then inspect the relevant session details.

Read summary and session fields

The administrator summary includes unique users, sessions, connected time, remote screen, file transfers, commands, calls and incomplete records. Detail rows identify source, target, service, start, end, duration and result.

Duration relies on paired start/end events. Incomplete event pairs are excluded from duration totals and shown separately. An incomplete session needs investigation; do not silently treat it as a completed session or assign an arbitrary duration. Connected time is not the same as ticket resolution time, and a high session count is not automatically a better support outcome.

Validate and export

Cross-check one known authorized support session against its start, end, destination and service. Keep time boundaries consistent when comparing administrators or periods. Use Download PDF and confirm that the exported scope matches the filters.

Restrict exports to the administrators and reviewers who need them. A demonstration screenshot with empty records indicates an unpopulated example, not a failed customer support system.

Investigate missing sessions

Check the administrator, service type, group and date filters first. Then examine whether the relevant connection events were recorded and whether both ends of the session are available. Include the event timestamp and sanitized error when requesting support.