# Add a custom thumbnail

Thumbnails are the first thing viewers see before pressing play. By default, Screendesk auto-generates a thumbnail from your video, but you can upload a custom image to make your recordings look more polished and professional — especially when sharing with customers.

{% hint style="info" %}
Custom thumbnails are available on **Plus** plans and above, and during your trial period.
{% endhint %}

### How Thumbnails Work

Screendesk uses a priority system to determine which thumbnail to display:

1. **Custom thumbnail on the recording** — If you upload a thumbnail directly to a recording, it always takes priority.
2. **Account default thumbnail** — If no recording-level thumbnail is set, the account-wide default thumbnail is used (if one has been uploaded).
3. **Auto-generated thumbnail** — If neither custom option is set, Screendesk automatically generates a thumbnail from the video file.

This means you can set a branded default for all recordings and still override it on individual videos when needed.

### Setting a Custom Thumbnail on a Recording

{% stepper %}
{% step %}

#### Open the recording

Navigate to the recording you want to customize and open the detail view.
{% endstep %}

{% step %}

#### Open the thumbnail editor

Click the **thumbnail icon** in the recording toolbar to open the thumbnail editing modal.

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{% endstep %}

{% step %}

#### Upload your image

Click the file input to select an image from your computer. Accepted formats are **PNG** and **JPEG**. For best results, use an image sized **1184 × 720 pixels**.

A preview of your selected image appears in the modal so you can confirm it looks right before saving.
{% endstep %}

{% step %}

#### Save

Click **Save** to apply the custom thumbnail. The video player and all shared links update immediately — no need to refresh.
{% endstep %}
{% endstepper %}

### Removing a Custom Thumbnail

To remove a recording-level custom thumbnail and revert to the account default (or auto-generated thumbnail):

1. Open the recording and click the **thumbnail icon** in the toolbar.
2. Click **Remove** to delete the custom thumbnail.
3. The recording falls back to the next available thumbnail in the priority order.

### Setting an Account Default Thumbnail

Admins can upload a default thumbnail that applies to all recordings across the workspace. This is useful for maintaining consistent branding without having to upload a thumbnail on each recording.

{% stepper %}
{% step %}

#### Navigate to settings

Go to **Settings → Branding** in the dashboard.

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{% endstep %}

{% step %}

#### Find the Custom Thumbnail section

Scroll down to the **Custom Thumbnail** section.
{% endstep %}

{% step %}

#### Upload your default image

Click the file input to upload your branded thumbnail. Use a **1184 × 720 pixel** PNG or JPEG image. A preview of the uploaded image appears after selection.
{% endstep %}

{% step %}

#### Save

Submit the form to apply the default thumbnail. This image is used for all recordings that don't have their own custom thumbnail.
{% endstep %}
{% endstepper %}

To remove the account default, click **Remove Thumbnail** in the same settings section.

### Where Thumbnails Appear

Custom thumbnails are displayed anywhere your video is shown:

* **Video player** — The thumbnail appears as the poster image before the viewer presses play.
* **Dashboard recording cards** — Thumbnails are shown in the recording grid on the dashboard, making it easier to visually identify recordings.
* **Embedded videos** — When you embed a recording on a website, the custom thumbnail is used as the poster image.
* **Helpdesk integrations** — When a recording link is posted to Zendesk, Intercom, Freshdesk, HelpScout, HubSpot, or Jira, the thumbnail is included in the link preview.

### Best Practices

{% hint style="success" %}
**For managers:** Setting an account default thumbnail with your company logo and branding ensures every video your team sends looks professional — even if individual agents don't upload their own thumbnails.
{% endhint %}

* **Use 1184 × 720 pixels** for the sharpest results. PNG and JPEG formats work best.
* **Include your brand** in the account default — your logo, brand colors, or a consistent template.
* **Use descriptive thumbnails** on individual recordings to help customers understand what the video covers before pressing play.
* **Keep text large and readable** since thumbnails are sometimes displayed at smaller sizes in helpdesk sidebars and recording grids.