AI in your helpdesk
See how recording requests, report intelligence, knowledge sources, and AI Resolution fit your support workflow.
Your helpdesk remains where your team manages the conversation and sends replies. Screendesk adds visual evidence and AI analysis to help the agent understand the issue before deciding on the next step.
The available capabilities differ by integration.
Compare the workflows
Zendesk
Recording requests and supported form/chat flows
Yes
Yes, for eligible recording-linked tickets after setup
Intercom
Messenger, conversation sidebar, Workflows, and Fin-assisted requests
Yes
Not part of the current AI Resolution workflow
Freshdesk
Screendesk recording integration and portal workflows
Yes
Not part of the current AI Resolution workflow
Freshchat
Screendesk recording integration
Yes
Not part of the current AI Resolution workflow
Other integrations
Use the recording features documented for that integration
Limited to the providers listed above
Not part of the current AI Resolution workflow
Report intelligence is a Screendesk capability: when available and enabled, your team can review the analysis on the eligible recording or report. Connecting a helpdesk does not by itself enable every AI feature.
A support agent's workflow
1. Ask the customer to show the issue
Use the helpdesk's Screendesk integration to request a recording in the context of the ticket or conversation. Ask the customer to show the steps leading to the problem and explain what they expected.
Captured browser information, console logs, and network activity depend on the recording method and configuration.
2. Review what happened
Open the submitted recording in Screendesk. Use its summary, reproduction steps, and transcript when available to find the relevant moment quickly.
This step is useful even when AI Resolution is not available for your helpdesk.
3. Use knowledge to investigate
Maintain current documentation and procedures in Data Sources. Resolved conversations can provide similar cases, but they remain separate from trusted product documentation.
For an eligible Zendesk ticket, AI Resolution can perform this investigation automatically and post a private note.
4. Decide how to respond
Review the evidence and any suggested reply. Edit the response for the customer's situation, then send it from your helpdesk.
If the issue needs engineering, use Send to apps to prepare an issue in Linear, GitHub, or Jira, or investigate the report with MCP or the CLI.
Zendesk: an investigation inside the ticket
After AI Resolution setup, an eligible customer recording triggers an investigation using the current ticket, recording analysis, published guidance, and trusted knowledge.
Agents receive a private AI Resolution note with supporting context and, when available, a recommended reply. The customer does not receive the private note.
Screendesk's automatic public-reply setting must be off for AI Resolution. You can still use a Zendesk trigger or macro to ask the customer for a recording.
A recording receipt, report-intelligence note, and AI Resolution note serve different purposes: receiving media, summarizing evidence, and investigating a possible next step.
Start with Zendesk installation and AI Resolution.
Intercom and Fin: collect evidence before handoff
Fin can be configured to suggest a Screendesk recording when a customer reports a bug or unexpected behavior. The submission provides context for the agent who handles the conversation.
This is a recording-request and handoff workflow. It does not mean that Fin automatically runs Screendesk AI Resolution or receives access to your private Screendesk knowledge.
You can also import closed Intercom conversations into Data Sources as internal case memory.
See Fin setup and Intercom installation.
Freshdesk and Freshchat: capture and reuse support context
Use the recording integration to collect evidence and review available analysis in Screendesk. Import resolved tickets or conversations when you want that history available as internal case memory.
Importing that history does not enable automatic investigation notes in Freshdesk or Freshchat.
Put each instruction in the right place
Helpdesk or bot configuration: when to ask for a recording and how to route the conversation.
AI & Intelligence settings: whether Screendesk processes new content and analyzes reports.
Data Sources: product facts, procedures, and historical cases.
AI Resolution guidance: evidence requirements, response style, privacy rules, and escalation criteria.
See AI overview for the full setup path.
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