Bring visual context to
your Zendesk tickets.
Eliminate confusing text descriptions and endless email chains. Empower your agents to request screen recordings directly from the Zendesk ticket interface, resolving complex issues on the first touch.
A picture is worth a thousand emails
Stop asking clients to type out steps to reproduce an issue. Let them show you exactly what's wrong so your support team can fix it on the first reply.
Request from the Sidebar
Agents can generate a secure recording link straight from the Zendesk app sidebar in the ticket view. No switching windows or juggling extra tools.
One-Click Client Recording
Customers just click the link in your reply to record their screen instantly from their browser. No downloads, plugins, or sign-ins needed.
Automated Ticket Updates
Once submitted, the video link and a detailed AI-generated summary are automatically posted as an internal note in the Zendesk ticket for rapid review.
Seamlessly integrated into Zendesk Support
Keep your workflows exactly as they are. ScreenReply lives directly in your Zendesk ticket view, saving your support team time and context-switching.
Generate links right from the ticket
The ScreenReply application resides directly in the Zendesk Support sidebar. Agents can create a secure recording request and paste it into their public reply with a single click.
Provide a fully white-labeled experience
When users click the link, they record in an environment tailored to your brand. Customize the portal with your logo, colors, and a custom domain to build trust and maintain a professional look.
Review recordings and AI summaries instantly
Upon completion, an internal comment is automatically appended to the Zendesk ticket. Agents click the secure link to view the video, read a detailed AI-generated summary, and navigate via smart timestamps.
Frequently Asked Questions
Does the integration work within the Zendesk mobile app?
Currently, the ScreenReply application is optimized for the Zendesk Support desktop web interface where agents typically handle complex troubleshooting and require the sidebar app functionality.
Do our customers need to install an extension to record?
No installations are necessary. Your clients simply click the secure link in your Zendesk reply and record directly from their modern web browser (Chrome, Safari, Edge, Firefox). It is a frictionless experience designed for maximum conversion.
Can we include recording links in Zendesk Macros or Triggers?
While dynamic links are best generated manually via the sidebar app to ensure uniqueness and security per customer, your engineering team can leverage our comprehensive REST API to build custom automated workflows or integrate with Zendesk triggers.
Do the videos play directly inside the Zendesk ticket?
To provide the optimal viewing experience—which includes AI-generated text summaries, interactive timestamp navigation, and high-definition playback—the internal note contains a direct link that opens the video in the dedicated ScreenReply player dashboard.
Ready to visually upgrade your Zendesk workflow?
Join the customer support teams using ScreenReply and Zendesk to decrease resolution times and provide a superior support experience.