# Use Case: IT Helpdesk Teams

## Overview
ScreenReply enables IT helpdesk teams to request one-click screen recordings from employees directly within their ticketing system. No apps, admin permissions, or installations required.

## Supported Integrations
- Zendesk (sidebar recording requests, ticket timeline sync)
- Intercom (sidebar recording requests)
- Front (composer integration)
- Jira (via link sharing)

## Workflow
1. IT agent generates a secure recording link from the helpdesk interface
2. Employee clicks the link and records via browser - no admin rights or extensions needed
3. Video is automatically synced to the internal ticket timeline
4. AI generates a text summary with clickable timecodes

## Key Differentiators
- No admin rights required for recording (works via native browser APIs)
- No local file management - video is securely hosted and instantly playable
- Video auto-syncs to ticket timeline
- Works on managed and unmanaged devices
- White-label support
- Custom S3 hosting option

## Comparison vs Remote Control Tools
- Remote control requires real-time scheduling; ScreenReply is fully asynchronous
- Does not require RMM agent deployment on target device
- Employee records the issue exactly as they experience it
- Frees IT agents to handle multiple tickets concurrently

## AI Summary Features
- Automatically generated text recap of employee recording
- Clickable timestamps identifying error moments and workflow issues

## Pricing
- 14-day free trial with unlimited users and recordings
- Team, Business, and Enterprise plans available