Share videos from helpdesk

Use Screendesk in your helpdesk to request recordings, send videos, share from the library, and start live sessions.

Supported helpdesk platforms

Screendesk provides in-app integrations for the following platforms:

Platform	Integration type	Key capabilities
Zendesk	Ticket sidebar	Request recording, send recording, send from library, live screen sharing
Intercom	Conversation sidebar	Request recording, send recording, send from library, live screen sharing
Freshdesk	Portal embed + API	Request recording from customers via portal form
Freshservice	Ticket integration	Request and receive recordings linked to tickets
HubSpot	Sidebar widget	Request recording, search library, link recordings to contacts
HelpScout	Conversation integration	Send and receive recordings linked to conversations

Your workspace administrator sets up the helpdesk integration. If you don't see Screendesk in your helpdesk tool, ask your admin to enable it from the Screendesk Integrations settings page.

Using the helpdesk sidebar

Zendesk, Intercom, and HubSpot display a Screendesk sidebar panel directly within the ticket or conversation view. The sidebar gives you quick access to the following actions.

Send a video from the library

Use this to share a pre-made video — such as a how-to guide or FAQ walkthrough — without recording a new one.

1

Click "Send from Library"

In the Screendesk sidebar, click Send from Library (shown with a library icon). The sidebar expands to display the library search view.

2

Search for the right video

Type a video title in the search bar to find a specific recording. You can also search by tag using the #tagname syntax (e.g., #onboarding or #billing).

The search results show a list of matching library videos with their thumbnail, title, and creation date.

3

Share the video

Click Share next to the video you want to send. The video link is inserted into the conversation.

In Intercom, you also have the option to add a personalized message before sharing. A text area labeled "Personalize your message" lets you add context before sending.