# Send a screen recording

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.

{% stepper %}
{% step %}

#### Open the recorder

Open the recorder from the sidebar.

<figure><img src="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2F7iECHkptdBTn24cihHO5%2FCleanShot%202026-02-09%20at%2016.25.28%402x.png?alt=media&#x26;token=eff54c58-deb9-474b-9c30-1c94b3a8bc7e" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

#### 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.

<figure><img src="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2Fs64xIgLo5Hp89GaWPXrE%2FCleanShot%202026-02-09%20at%2016.25.50%402x.png?alt=media&#x26;token=36a68e15-b205-448d-b54b-3bf4337112ca" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

#### 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.

{% hint style="info" %}
Your admin can disable the countdown timer in **Settings → Screen Recorder → Disable countdown** if your team prefers to start immediately.
{% endhint %}

<figure><img src="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2FdRsZEx7q40TgUTBJcGt4%2FCleanShot%202026-02-09%20at%2016.26.17%402x.png?alt=media&#x26;token=c3f9bf44-686b-4c9f-9922-f9c9ba67e6e5" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

#### Stop and review

Click the **Stop** button when you're finished. You'll see a preview of your recording with two options:

* **Yes** — Accept the recording and proceed to save it.
* **No / Retake** — Discard and record again.

<figure><img src="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2FfOqfZQpLCIIKyNx2ZBRa%2FCleanShot%202026-02-09%20at%2016.26.35%402x.png?alt=media&#x26;token=f8d53d94-f1be-48e0-923a-9b85fb431bb5" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

#### Add details and save

After accepting your recording, fill in the details:

* **Title** — A short, descriptive name for the recording.
* **Description** — Optional context about the recording's content.

<figure><img src="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2FsI6AQm1R4YBqHXfxE9Ci%2FCleanShot%202026-02-09%20at%2016.27.02%402x.png?alt=media&#x26;token=291fe3ad-a49f-4923-ab1e-55afd8a82e0b" alt=""><figcaption></figcaption></figure>

Click **Save** to upload the recording to your workspace.

<figure><img src="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2FAXXUUys9M9JQFA3sxD6Q%2FCleanShot%202026-02-09%20at%2016.27.27%402x.png?alt=media&#x26;token=47f14c90-ce66-49de-ab1d-9a73e43c8b1e" alt=""><figcaption></figcaption></figure>
{% endstep %}
{% endstepper %}

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.

{% tabs %}
{% tab title="Zendesk" %}
In the Zendesk agent workspace, use the Screendesk app in the ticket sidebar:

1. Open a ticket and locate the **Screendesk** app in the right sidebar.
2. Click **Send Recording** to open the recorder.
3. Configure your microphone and webcam options, then click **Start Recording**.
4. When finished, click **Stop**, review, and confirm.
5. 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.
{% endtab %}

{% tab title="Intercom" %}
From the Intercom inbox:

1. Open a conversation and look for the **Screendesk** app in the sidebar.
2. Click **Send Recording** to launch the recorder.
3. Record your screen with optional audio and webcam.
4. After confirming, the recording link is posted as an **admin note** in the conversation.

The conversation is tagged with `screendesk-recording-sent`.
{% endtab %}

{% tab title="Freshdesk" %}
In the Freshdesk agent interface:

1. Open a ticket and find the **Screendesk** app.
2. Click **Send Recording** to start.
3. Record your screen, then review and confirm.
4. The recording link is added as a **private note** on the ticket.

The ticket is tagged with `screendesk-recording-sent`.
{% endtab %}

{% tab title="HelpScout" %}
From the HelpScout mailbox:

1. Open a conversation and locate the **Screendesk** sidebar app.
2. Click **Send Recording** to open the recorder.
3. Record, review, and confirm.
4. The recording link is posted as a **conversation reply** in the thread.
   {% endtab %}

{% tab title="Jira" %}
In the Jira issue panel:

1. Open an issue and find the **Screendesk** panel.
2. Click **Send Recording** to start recording.
3. Record your screen, review, and confirm.
4. The recording link is added as a **comment** on the issue.

{% hint style="info" %}
Your Jira admin must configure the Jira API credentials in Screendesk settings for ticket updates to work.
{% endhint %}
{% endtab %}
{% endtabs %}

### 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.

{% hint style="success" %}
**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.
{% endhint %}

<figure><img src="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2FPRY6j9Cap4pFcZ31iXJU%2FCleanShot%202026-02-09%20at%2016.28.13%402x.png?alt=media&#x26;token=2675e2d5-046c-4b1b-a450-c8fa24cf3c52" alt=""><figcaption></figcaption></figure>

#### 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.

{% hint style="warning" %}
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.
{% endhint %}