# Request recording from anywhere

Screendesk gives you multiple ways to collect screen recordings from customers wherever they interact with your team. Whether you're working inside a helpdesk ticket, chatting live with a customer, or reaching out by email, you can request a recording in seconds — and the customer can submit one without installing anything.

### Overview

You can collect recordings through any combination of these channels:

* **Helpdesk integrations** — Request recordings with one click inside Zendesk, Intercom, Freshdesk, Freshservice, HelpScout, Jira, or HubSpot
* **Contact forms and widgets** — Let customers attach a recording when they submit a support request
* **Chat and messaging** — Send recording links directly in live conversations
* **Direct links** — Share a universal recorder URL via email, SMS, or any channel
* **Embedded buttons** — Add a "Record your screen" button to your website or help center

<table data-view="cards"><thead><tr><th>Method</th><th>Best for</th><th data-hidden data-card-target data-type="content-ref"></th><th data-hidden data-card-cover data-type="image">Cover image</th></tr></thead><tbody><tr><td>Helpdesk integrations</td><td>Request inside tickets, inboxes, and sidebars.</td><td><a href="#from-helpdesk-integrations">#from-helpdesk-integrations</a></td><td><a href="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2FdDE3FjSlGSwbuI3TOCBC%2FGroup%2049.png?alt=media&#x26;token=4440b85b-eed5-49d4-9f3c-3ec08740d398">Group 49.png</a></td></tr><tr><td>Contact forms and widgets</td><td>Capture recordings at ticket creation time.</td><td><a href="#from-contact-forms-and-widgets">#from-contact-forms-and-widgets</a></td><td><a href="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2FJo57ZcX0j0AjA5d0wyWV%2FGroup%2066.png?alt=media&#x26;token=6e59a533-dc89-4dd6-ba84-d1e46d7b63d3">Group 66.png</a></td></tr><tr><td>Chat and messaging</td><td>Send a link live during a conversation.</td><td><a href="#from-chat-and-live-messaging">#from-chat-and-live-messaging</a></td><td><a href="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2FVQsiQw54qkzLZeHcGK0d%2FGroup%2064.png?alt=media&#x26;token=8eb41fe4-05e7-4e34-9656-2a0fa9edf219">Group 64.png</a></td></tr><tr><td>Direct links</td><td>Use anywhere: email, SMS, Slack, social, KB.</td><td><a href="#from-direct-links">#from-direct-links</a></td><td><a href="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2FPhZNsEP0vseHupRBeoDt%2FGroup%2062.png?alt=media&#x26;token=7a82c812-f5c7-4491-ade3-c2d3d2d7bcd7">Group 62.png</a></td></tr><tr><td>Embedded on your website</td><td>Always-on button for self-serve submissions.</td><td><a href="#embedded-on-your-website">#embedded-on-your-website</a></td><td><a href="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2F1emb8VoeBXGbY3chUoSD%2FGroup%2068.png?alt=media&#x26;token=c00d241f-b854-438f-8102-e545c5dc88da">Group 68.png</a></td></tr></tbody></table>

Every method funnels recordings into the same Screendesk dashboard. Recordings are automatically linked to the right ticket, conversation, or customer — no manual work required.

{% hint style="info" %}
Customers never need to install software or create an account. The recorder runs directly in their browser.
{% endhint %}

***

### From Helpdesk Integrations

The fastest way to collect recordings during an active support conversation. A Screendesk button appears inside your helpdesk, so agents can request recordings without leaving the ticket.

**Supported Platforms**

| Platform                               | Where the Button Appears           | Source                                   |
| -------------------------------------- | ---------------------------------- | ---------------------------------------- |
| **Zendesk** (Support, Chat, Messaging) | Right sidebar app panel            | Ticket, chat, or messaging thread        |
| **Intercom** (Messenger and Inbox)     | App panel and conversation toolbar | Messenger home or inbox conversation     |
| **Freshdesk** (Tickets and Chat)       | Right sidebar apps panel           | Ticket reply or chat window              |
| **Freshservice**                       | Right sidebar apps panel           | IT service ticket                        |
| **HelpScout**                          | Right sidebar app icon             | Conversation reply                       |
| **Jira Service Management**            | Issue panel                        | Customer portal request or general issue |
| **HubSpot**                            | Ticket sidebar                     | Support ticket                           |

**How It Works**

{% stepper %}
{% step %}

#### Open the Conversation

Navigate to the customer ticket, chat, or conversation where you need a recording.
{% endstep %}

{% step %}

#### Click the Screendesk Button

Find the **Screendesk** app in your helpdesk interface (usually in the right sidebar or toolbar). Click **"Request Recording"**.
{% endstep %}

{% step %}

#### Customize and Send

A pre-formatted message with a recording link is added to your reply. Edit the message to give the customer context about what to record, then send.
{% endstep %}

{% step %}

#### Recording Arrives Automatically

When the customer submits their recording, it appears directly in the ticket or conversation — no manual linking needed.
{% endstep %}
{% endstepper %}

{% hint style="info" %}
Each integration also supports **sending recordings** (agent-to-customer) and **sharing from your library**. See the integration-specific pages for details.
{% endhint %}

**What Customers See**

Customers receive a message like:

> "To help us understand the issue, please record your screen: **\[Start Recording]**"

Clicking the link opens the Screendesk recorder in their browser. Their email and ticket ID are pre-filled, so they just record and submit.

**After Submission**

Recordings attach to the right place automatically:

* **Zendesk** — Appears as an internal comment with embedded player
* **Intercom** — Sent as a message in the conversation thread
* **Freshdesk** — Added as a reply to the ticket
* **Freshservice** — Added as a reply to the service ticket
* **HelpScout** — Created as a draft reply in the conversation (ready for agent review)
* **Jira** — Added as a comment on the issue
* **HubSpot** — Added as a note on the ticket

For detailed setup and platform-specific instructions, see Request Recording from Helpdesk Integrations.

***

### From Contact Forms and Widgets

Let customers include a screen recording when they submit a support request — before an agent is even involved. This gives your team visual context from the very first message.

**Zendesk Form and Widget**

Add a **"Record your screen"** button directly to your Zendesk contact form or web widget. Customers click the button, record the issue, and submit their form — the recording is attached to the ticket automatically.

{% stepper %}
{% step %}

#### Install the Form Integration

Go to **Settings** → **Integrations** → **Zendesk** and follow the form setup instructions.
{% endstep %}

{% step %}

#### Add the Button to Your Form

Insert the Screendesk recording button into your Zendesk form or web widget. You can customize the button background color to match your brand.
{% endstep %}

{% step %}

#### Customers Record Alongside Their Request

When a customer fills out your contact form, they can optionally click the recording button to capture their screen. The recording is submitted along with the form.
{% endstep %}
{% endstepper %}

**Intercom Messenger**

Add a **"Record your screen"** option to your Intercom Messenger home screen. Customers can initiate a recording before or during a conversation.

1. Navigate to **Settings** → **Integrations** → **Intercom**
2. Enable the Messenger home integration
3. A **"Record your screen"** card appears in the Messenger home for customers
4. Customers click to record, and the recording is linked to their conversation

{% hint style="info" %}
You can customize the call-to-action text that appears on the button. Go to **Settings** → **Integrations** → **Intercom** → **Customize Messenger text**.
{% endhint %}

For setup walkthroughs, see the Zendesk integration and Intercom integration pages.

***

### From Chat and Live Messaging

During a live chat conversation, you can send a recording request link in real time. This works across all supported chat platforms.

**How It Works**

1. While chatting with a customer, click the **Screendesk** button in your chat interface
2. Select **"Request Recording"**
3. A message with the recording link is inserted into the chat
4. Press Enter to send — the customer can click and record immediately

**Supported Chat Platforms**

* **Zendesk Chat** and **Zendesk Messaging**
* **Intercom Messenger**
* **Freshdesk Chat** (Freshchat)

Recordings submitted from chat are linked to the conversation automatically, so the full context — chat messages and screen recording — lives in one place.

***

### From Direct Links

Share a universal recording link with anyone, through any channel. This is the most flexible option — it works independently of any helpdesk integration.

**Where to Find Your Link**

1. Go to **Settings** → **Recorder**
2. Find the **"Share your recorder"** section
3. Copy the URL

Your link looks like this:

```
https://app.screendesk.io/recordings/new?ak=YOUR_ACCOUNT_KEY&key=YOUR_USER_KEY
```

**Where to Use It**

You can share this link anywhere:

* **Email** — Paste it in a support reply or proactive outreach
* **SMS or text** — Send a short message with the link for mobile-first customers
* **Slack, Teams, or internal chat** — Share with colleagues or customers in shared channels
* **Social media DMs** — Send privately to customers who reach out on Twitter/X, LinkedIn, etc.
* **Knowledge base articles** — Include it in troubleshooting guides

{% hint style="danger" %}
**Never share your recorder link publicly** (social media posts, public forums, blog comments). It contains your account and user keys. For public channels, direct customers to message you privately first.
{% endhint %}

**Adding Context with URL Parameters**

Append parameters to pre-fill information and track where recordings come from:

| Parameter | Purpose                   | Example                 |
| --------- | ------------------------- | ----------------------- |
| `ce`      | Pre-fill customer email   | `&ce=jane@example.com`  |
| `tid`     | Link to a ticket ID       | `&tid=TICKET-4521`      |
| `cid`     | Link to a conversation ID | `&cid=conv_abc123`      |
| `src`     | Track the request source  | `&src=onboarding-email` |

**Combined example:**

```
https://app.screendesk.io/recordings/new?ak=abc123&key=xyz789&ce=jane@example.com&tid=TICKET-4521&src=onboarding-email
```

This means you can create purpose-specific links for different workflows — one for onboarding emails, another for escalation follow-ups, another for proactive outreach — and track which channels drive the most recordings.

{% hint style="info" %}
Each team member has their own unique link. Recordings submitted through your link are attributed to you as the requester.
{% endhint %}

For detailed guidance on sending direct links, email templates, and follow-up strategies, see Request Recording from Dashboard.

***

### Embedded on Your Website

Add a persistent recording button to your website, help center, or web application so customers can submit recordings at any time — without going through a support form or waiting for an agent.

**Use Cases**

* **Help center** — Add a "Record your issue" button on troubleshooting pages
* **Product pages** — Let users report bugs directly from your app
* **Contact page** — Offer recording as an alternative to filling out a long form
* **Error pages** — Give users a way to show you exactly what went wrong

**How It Works**

Embed the Screendesk recorder as a button or iframe on your site. When a customer clicks the button, the recorder opens in a new window (or inline, depending on configuration). After recording, the submission lands in your Screendesk dashboard.

You can pass URL parameters to capture page context (current URL, user ID, session ID) so recordings arrive with useful metadata.

For setup instructions, see Embed Recorder Widget.

***

### Choosing the Right Method

Different situations call for different collection methods. Here's a quick guide:

{% columns %}
{% column %}
**Best for Speed**

**Helpdesk integration** — One-click request from inside a ticket or chat. No context switching.

**Chat messaging** — Send a recording link in real time during a live conversation.
{% endcolumn %}

{% column %}
**Best for Scale**

**Contact forms** — Collect recordings from the first message, before an agent is involved.

**Embedded buttons** — Let any visitor record an issue without contacting support.
{% endcolumn %}
{% endcolumns %}

{% columns %}
{% column %}
**Best for Flexibility**

**Direct links** — Works anywhere: email, SMS, Slack, social media, knowledge base articles.
{% endcolumn %}

{% column %}
**Best for Context**

**URL parameters** — Pre-fill customer email, ticket IDs, and source tracking on any link.
{% endcolumn %}
{% endcolumns %}

You can use multiple methods simultaneously. For example, your team might request recordings from Zendesk tickets during active conversations, embed a recording button on your help center for self-service, and share direct links in onboarding emails.

***

### What Every Recording Includes

Regardless of how it's collected, every recording captures:

* **Screen recording** — Video of the customer's screen, window, or browser tab
* **Browser and OS** — Automatically detected (e.g., Chrome 120, macOS 14.2)
* **Device information** — Screen resolution, device type
* **Console logs** — JavaScript errors and warnings (if enabled)
* **Customer email** — If required or pre-filled via URL parameter

Recordings submitted through helpdesk integrations also include the ticket or conversation ID, so they're automatically linked to the right support case.

For details on captured data, see System Information Captured and Console Logs Captured.