# Use Case: Managed Service Providers (MSPs)

## Overview
ScreenReply enables MSPs to request one-click screen recordings from clients directly within their PSA or helpdesk. Designed to protect margins and meet SLAs by reducing time-to-resolution on client tickets.

## Supported Integrations
- Zendesk (sidebar recording requests, ticket timeline sync)
- Freshdesk
- HubSpot (CRM card on Contacts/Companies/Deals/Tickets)
- Front (composer integration)
- Intercom (sidebar recording requests)

## Workflow
1. Technician generates a secure recording link from the PSA or ticketing system
2. Client clicks the link and records via browser - no admin permissions or installations
3. Video is automatically uploaded and synced to the ticket
4. AI generates a text summary with clickable timecodes

## Key Differentiators
- 100% asynchronous - client records on their time, technician reviews on theirs
- Works on any device via browser (BYOD, home PCs, unmanaged devices)
- No RMM agent required for video collection
- White-label support: recording page displays MSP logo and brand colors
- Custom S3 hosting for client data compliance

## Comparison vs RMM / Remote Control
- Does not require scheduling a live remote session
- Works on devices without RMM agent deployment
- Client records the issue as they naturally experience it
- Frees technicians to handle multiple tickets concurrently

## AI Summary Features
- Automatically generated text recap of client recording
- Clickable timestamps identifying error moments

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