Send a screen recording
Record and send a screen recording from the dashboard or your helpdesk, with audio and webcam options.
Sending video recordings lets your support team create personalized walkthroughs, step-by-step guides, and visual explanations that resolve customer issues faster than text alone. You can record directly from the Screendesk dashboard or from within your helpdesk platform.
Recording from the Dashboard
From the Screendesk dashboard, you can create recordings that are saved to your workspace and can be shared with customers via a link.
Configure your recording options
Before you start recording, choose your capture settings:
Microphone — Toggle the microphone icon to include or exclude audio narration. When enabled, your voice is recorded alongside the screen capture.
Webcam — Toggle the webcam icon to include a camera overlay. When enabled, a circular video of your face appears in the bottom-right corner of the recording, making your message more personal.
Start recording
Click the Start Recording button. A 4-second countdown appears on screen before capture begins, giving you time to prepare. Once the countdown completes, everything on your screen is being recorded.
Your admin can disable the countdown timer in Settings → Screen Recorder → Disable countdown if your team prefers to start immediately.
Once saved, the recording is processed in the background. Screendesk automatically generates a thumbnail, converts the video for optimal playback, and creates an AI-powered transcript and summary.
Recording from Helpdesk Platforms
Screendesk integrates directly with your helpdesk, letting you record and send videos without leaving your support workflow. The recording is automatically attached to the conversation or ticket.
In the Zendesk agent workspace, use the Screendesk app in the ticket sidebar:
Open a ticket and locate the Screendesk app in the right sidebar.
Click Send Recording to open the recorder.
Configure your microphone and webcam options, then click Start Recording.
When finished, click Stop, review, and confirm.
The recording link is automatically posted as a private internal note on the ticket.
The ticket is tagged with screendesk-recording-sent for easy filtering and reporting.
From the Intercom inbox:
Open a conversation and look for the Screendesk app in the sidebar.
Click Send Recording to launch the recorder.
Record your screen with optional audio and webcam.
After confirming, the recording link is posted as an admin note in the conversation.
The conversation is tagged with screendesk-recording-sent.
In the Freshdesk agent interface:
Open a ticket and find the Screendesk app.
Click Send Recording to start.
Record your screen, then review and confirm.
The recording link is added as a private note on the ticket.
The ticket is tagged with screendesk-recording-sent.
From the HelpScout mailbox:
Open a conversation and locate the Screendesk sidebar app.
Click Send Recording to open the recorder.
Record, review, and confirm.
The recording link is posted as a conversation reply in the thread.
In the Jira issue panel:
Open an issue and find the Screendesk panel.
Click Send Recording to start recording.
Record your screen, review, and confirm.
The recording link is added as a comment on the issue.
Your Jira admin must configure the Jira API credentials in Screendesk settings for ticket updates to work.
Recording Options
Every recording session gives you control over what gets captured.
Screen capture
Screen capture is always enabled. When you start recording, your browser prompts you to choose what to share: your entire screen, a specific application window, or a browser tab. The recording captures at up to 1920×1080 resolution at 30 FPS.
Microphone audio
Toggle the microphone icon before recording to include voice narration. When enabled, your audio is captured at 128 kbps alongside the screen. This is ideal for walkthroughs where you want to explain what you're doing while showing it.
Webcam overlay
Toggle the webcam icon to add a circular camera feed in the bottom-right corner of your recording. The webcam captures at up to 1280×720 at 30 FPS. This adds a personal touch and helps build rapport with customers.
Tip for support agents: Combining screen capture with audio narration is the most effective way to explain complex workflows. Customers can follow along visually while hearing your explanation.
Countdown timer
By default, a 4-second countdown appears before recording starts, giving you time to navigate to the right screen. Admins can disable this in Settings → Screen Recorder → Disable countdown for teams that prefer instant recording.
Where Sent Recordings Appear
After saving, your recording appears in the Sent section of the dashboard. From there you can:
Copy the shareable link to send to customers
Edit the title, description, or summary
Add a call-to-action button or custom thumbnail
Open the video editor to trim, cut, or mute sections
Assign labels or team members
Move to a specific folder
Delete the recording
If you recorded from a helpdesk platform, the recording is also linked to the corresponding ticket or conversation, making it easy to find from either Screendesk or your helpdesk.
Browser Compatibility
The screen recorder works across major browsers with format-specific optimizations:
Chrome and Chromium-based browsers — Records in WebM format (VP8/Opus codecs). Best overall experience.
Firefox — Records in WebM format.
Safari — Records in MP4 format.
Screen recording requires browser permissions for screen sharing and, optionally, microphone and camera access. If you see a permissions error, check your browser settings to ensure Screendesk has the required access.
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