Upload videos to workspace

Upload pre-recorded videos to your workspace and auto-add them to the Video Library for easy sharing.

Screendesk lets you upload pre-recorded video files directly to your workspace. Uploaded videos are automatically added to your Video Library, making them immediately available for your team to share with customers through helpdesk integrations or via link.

This is useful for building a library of product walkthroughs, training content, onboarding guides, or canned video responses that agents can send repeatedly.

Requirements

Before uploading, make sure the following conditions are met:

Requirement	Details
Role	You must be an Admin or Editor. Members and watch-only users cannot upload videos.
File format	MP4, WebM, or QuickTime (MOV)
File size	Up to 50 MB per file

The Upload Video button is only visible to Admins and Editors. If you don't see it on your dashboard, check your role with your workspace administrator.

How to upload a video

1

Open the upload modal

Click the Upload Video button at the top of your dashboard. A modal window titled "Upload Videos" will appear.

2

Select your files

You have two options:

• Click "Choose files" to open a file picker and select one or more video files from your computer.

• Drag and drop video files directly into the dashed upload area.

You can select multiple files at once. MP4, WebM, and QuickTime (MOV) files up to 50 MB each are accepted.

3

Monitor the upload progress

Each file displays a progress bar showing the upload status in real time. You will see the file name, size, and a percentage indicator as the upload proceeds.

• Rose-colored bar — upload in progress

• Green bar — upload complete

• Red bar — upload failed

If you need to start over, click Clear All to remove all selected files from the queue.

4

Complete the upload

Click the Upload Videos button to start uploading. Once all files finish uploading, you will see a "Upload complete!" confirmation, and the modal will close. Your videos will appear in the Library tab on the dashboard.

What happens after upload

Once a video is uploaded, Screendesk processes it automatically in the background. Here's what takes place:

Step	What happens	Timing
Storage	The video file is stored securely on AWS S3, in either the US or EU region depending on your workspace's storage location setting.	Immediate
Duration extraction	The video duration is detected and displayed on the recording card.	Starts after a 30-second delay
Transcription	If your plan includes transcription, the audio is automatically transcribed and a text summary is generated.	A few minutes
Thumbnail generation	A preview thumbnail image is created from the video.	A few minutes
GIF preview	An animated GIF preview is generated for use in embeds and sharing.	A few minutes
Video conversion	The video is converted to an optimized MP4 format for faster playback.	A few minutes

You don't need to wait for processing to finish. The video appears in your library immediately after upload and can be shared right away. Processing happens in the background.

Uploaded videos in the library

All uploaded videos are automatically marked as library videos. This means:

• They appear under the Library filter tab on the dashboard.

• They are available in the Send from Library option inside helpdesk integrations (Zendesk, Intercom, Freshdesk).

• They can be searched by title from both the dashboard and helpdesk sidebars.

Unlike recordings captured through the browser or helpdesk integrations, uploaded videos cannot be toggled in and out of the library — they always remain in the library.

Managing uploaded videos

From the dashboard's Library view, you can manage your uploaded videos using the three-dot menu on each recording card:

• Rename — change the video title to something your team can easily find.

• Download Video — download the processed or original file.

• Delete — permanently remove the video from your workspace.

You can also open any uploaded video to view its detail page, where you can edit the title and description, view the transcript (if available), and copy the share link.

Deleting a video is permanent and cannot be undone. Make sure the video is no longer needed before removing it.

Sharing uploaded videos

Each uploaded video has a unique shareable link. You can copy it by hovering over a recording card and clicking the link icon that appears, or by using the Share options on the recording detail page.

Share options include:

• Copy link — a direct URL to the video player page.

• Embed code — an iframe snippet for embedding the video on a website.

• GIF — a link to the animated GIF preview (once generated).

• Download — a direct download link for the video file.