Screen Recording for Customer Support Teams

Stop asking customers to type out their issues. Request a one-click video recording directly from your helpdesk—no apps or installations required.

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14-day free trial. Unlimited users & recordings.

Seamlessly integrates with your workflow

Why Text-Based Support is Failing Your Team

Text descriptions are ambiguous. Screenshots lack context. Give your agents the visual clarity they need to resolve complex support tickets instantly.

Resolve Tickets Faster

Stop guessing what the customer is experiencing. Seeing the exact steps they took allows your team to provide an accurate solution on the very first reply.

Boost Customer Satisfaction

Customers hate explaining complex technical issues in writing. By offering them a simple, one-click way to just show you the problem, you dramatically improve their support experience.

Better Engineering Escalations

When support agents escalate a ticket to developers, they can include the customer's screen recording link. Engineers get clear visual reproduction steps without back-and-forth.

Step 1

Create a link in your system

You don't need to learn a new tool. ScreenReply connects natively to your existing CRM. Whether you use Zendesk, Front, Intercom, others, or generate a link directly from the ScreenReply interface, you can easily send it to your customer in any conversation.

Step 2

Zero friction for your customers

The biggest barrier to getting a screen recording is the hassle of installing software. With ScreenReply, the customer simply clicks your link and records directly from their browser. No extensions, no account creation, no sign-ins. The interface can even be fully white-labeled to match your brand.

Step 3

Review the video and AI summary

As soon as the customer stops recording, the video is securely uploaded. Open the ScreenReply interface to watch the high-quality playback and review AI-generated text summaries with clickable timecodes, helping you jump straight to the exact moment the error occurred.

Why not use traditional screen recorders?

Traditional tools are built for internal teams to share updates. They are not designed to collect videos from stressed, non-technical customers.

Traditional Recorders

  • • Customer must install a browser extension or desktop app.
  • • Customer has to create an account and log in.
  • • Customer must manually copy the video link and paste it into the email reply.
  • • Agents must leave their helpdesk to manage videos.

ScreenReply

  • 100% browser-based. Zero installations required.
  • No customer accounts or sign-ins needed.
  • Video is automatically uploaded and synced to the ticket timeline.
  • Generate requests directly from your Zendesk, Front, or Intercom sidebar.

Don't watch the whole video. Just read the AI summary.

Receiving a 5-minute screen recording from a customer is great for context, but terrible for your agent's time. We solved this.

  • Instant Text Recaps: ScreenReply's AI automatically analyzes the customer's recording and generates a concise text summary of what happened.
  • Clickable Timecodes: The AI identifies the exact moments where the customer encounters an error or explains a specific issue, providing direct timestamps you can click to jump straight to that part of the video.
AI-generated text summary and clickable timestamps for screen recordings

Enterprise-Grade Security & Data Ownership

Customer support sessions often contain sensitive account information. We ensure your data stays yours. Use our secure cloud hosting, or seamlessly connect your own Amazon S3-compatible storage bucket. When you use your own S3, recordings never touch our storage servers, ensuring total compliance with your internal security policies.

Frequently Asked Questions

Why is this better than asking customers for screenshots?

Screenshots are static and often miss the context leading up to an error. By asking for a screen recording, your support agents can see the customer's exact cursor movements, the pages they navigated, and the sequence of actions that caused the issue, drastically reducing troubleshooting time.

Will my customers need to download a screen recorder?

No. The core benefit of ScreenReply is its frictionless experience. When you send a request link, the customer opens it in their browser and clicks "Record". It works natively in Chrome, Safari, Edge, and Firefox without any extensions.

Can I customize the recording page to match our brand?

Absolutely. Establishing trust is crucial when asking customers to record their screens. ScreenReply allows you to white-label the recording interface. Your customers will see your company's logo and brand colors, reassuring them that they are interacting safely and directly with your official support team.

Does this work for recording my own screen to send to customers?

Yes! While requesting videos from customers is a popular feature, agents can also easily record their own screen to walk a customer through a complex setup or demonstrate a solution, sharing the final link back in the support ticket.

Upgrade your support team's toolset today

Stop wasting time on clarifying emails. Start solving problems on the first reply with visual context.

Start Free Trial

14-day free trial. Unlimited users & recordings.