Request a recording

Screendesk makes it easy for customers to share screen recordings with your support team — no software installation required. Customers record directly in their browser, and the recording is automatically delivered to the right ticket or conversation in your helpdesk.

This page walks through the experience from both sides: what your customer sees, and what your support agent sees.

How it works for customers

When a customer is asked to share a screen recording, they receive a link that opens the Screendesk recorder directly in their browser. The entire process takes under a minute and requires no downloads, plugins, or account creation.

Step-by-step customer flow

1

Open the recording link

The customer clicks a link provided by your support agent — either in a helpdesk ticket, a chat message, or on your website. The Screendesk recorder opens in their browser.

The recording link works in all modern browsers. No installation or sign-up is required.

2

Choose recording options

Before recording begins, the customer can toggle:

• Microphone — turn on to include an audio narration alongside the screen recording. This helps provide verbal context about the issue.

This is optional

3

Select what to share

After clicking Start Recording, the browser prompts the customer to choose what to capture:

• Entire screen — records everything visible on the selected display

• Application window — records a single application window

• Browser tab — records a specific browser tab

The customer picks the option that best shows their issue, then confirms.

4

Record the issue

A brief countdown (3… 2… 1…) plays before recording starts, giving the customer a moment to prepare. They then demonstrate the issue on screen while optionally narrating over the microphone.

The countdown can be disabled by an admin in Settings → Recorder. See Customize Recorder Options for details.

5

Stop and submit

When finished, the customer clicks Stop Recording. Depending on your workspace settings, they may be asked to provide:

• Email address — so your team can follow up (configurable as required or optional)

• Title — a short summary of the issue (configurable as required or optional)

• Description — additional written context about the problem (always optional)

The customer clicks Submit and sees a confirmation that the recording has been received.

How it works for support agents

Support agents interact with Screendesk directly from within their helpdesk tool. There's no need to switch between applications — requesting a recording and viewing the result both happen in the same workflow.

Requesting a recording

Receiving a completed recording

When the customer finishes recording and submits, the recording is automatically linked back to the original ticket or conversation:

• An internal note is added to the ticket containing a link to the recording and the customer's description (if provided).

• The ticket can be auto-tagged with screendesk-recording-received so you can filter and track recordings across your queue (configurable per integration).

• If you use Zendesk, you can also configure a public reply to confirm receipt to the customer.

Viewing a recording

Click the recording link in the internal note to open it in Screendesk. The recording page gives you everything you need to understand the customer's issue at a glance.

Supported helpdesk integrations

Screendesk integrates natively with the following platforms. In each case, the agent can request recordings and receive results without leaving their helpdesk.

Important details

• No installation required — customers record directly in their browser. No plugins, extensions, or downloads needed.

• Recording time — there is no hard time limit on recordings, though shorter recordings (under 5 minutes) are recommended for faster upload and review.

• Required fields — workspace admins can make the email and title fields required or optional in Settings → Recorder. See Customize Recorder Options.

• Countdown timer — a 3-second countdown plays before recording begins by default. This can be disabled in Settings → Recorder.

• Branding — the recorder background color, player accent color, and logo are all customizable to match your brand identity.

• Sensitive data — if blur is enabled, specified elements on the customer's page are automatically obscured during recording. See Blur Sensitive Data.

Troubleshooting