You can get started with Screendesk within minutes. Follow the steps outlined below to start receiving, sending recordings, as well as starting a live screen sharing session.

1. Make sure that you have a Screendesk account. You can sign up at https://app.screendesk.io/users/sign_up.

2. Connect Screendesk to one of our supported ticketing system. We already integrate with Zendesk, Intercom, Help Scout, Gist and Freshdesk.

3. Add a Screendesk button to your contact forms and widget (Zendesk, Intercom, Freshdesk, Gist).

4. Customize your recorder to match your brand here and live screen sharing sessions rooms here.

5. Add our code snippet to your website to automatically capture console logs here.

6. Invite your colleagues to join your account.

7. That's it! Check the demo below.

Experience for your customers

Sharing recordings with your support team through Screendesk is a breeze. Here's a quick overview of how your customers can effortlessly share their recordings:

1. Access the Screendesk screen recorder through a provided link—no installation required.

2. Choose between sharing their screen only or adding an audio comment.

3. Select the specific window, tab, or screen to record for precise context.

4. Optionally, add a written comment to provide additional details.

5. The recording, along with any comments, is automatically sent to your support agent in a helpdesk ticket.

Experience for your support team

When using Screendesk, your customer support team will have a direct access to Screendesk features in your helpdesk chat.

1. Click on the Screendesk button in your helpdesk

1. When your customer is done recording their screen, an internal note gets created with the link to the recording and a description of the video

1. View the video by clicking on the link and access contextual data

By default, when a user starts recording by clicking Record Screen, a 5-second countdown appears before the recording begins.

For specific use cases—such as handling customer claims and preventing fraud—you may want to remove this countdown.

How to disable the countdown

1. Open Screendesk.

2. Go to Account Settings > Screen Recorder.

3. Toggle Disable Countdown Timer.

Your recordings will now start instantly when you click Record Screen.

Screendesk offers two convenient ways to collect screen recordings from your customers when they encounter issues:

Option 1: manually request recordings via helpdesk integration

• Seamless integration with popular helpdesk platforms like Zendesk, Intercom, and Help Scout.

• A Screendesk button is added to your helpdesk messenger, allowing support agents to request recordings directly from customers.

• Simple and intuitive process for customers to capture screen recordings and provide visual context.

Option 2: automated integration with Zendesk or Intercom forms

• Integration with Zendesk form & widget and Intercom messenger.

• Set up a Screendesk button in your form within minutes.

• Customers can effortlessly initiate screen recordings alongside their support request.

Screendesk supports the vast majority of browsers out there. We do not support screen recording on mobile devices.

More details about screen recording support for browsers here.

We collect browser metadata when a user submit a recording. You can access the metadata collected only if you are logged in and if the recording belongs to your account.

We collect the following data:

• Operating system

• Device used

• Browser data

• Screen and window size

• VPN used

• IP address

• Internet Service Provider

• Network Speed

• Timezone

The data collected is destroyed when a recording is deleted.

For difficult troubleshooting scenarios, such as when you're unable to reproduce a problem in your environment, console logs are invaluable. Screendesk also records Fetch and XHR requests made during the session.

This feature saves your team the trouble of needing to request customers to share their network activity and console logs.

To activate network activity and console log capturing in screen recordings, navigate to settings, then to screen recorder.

Video sync

When you click the timestamp to the left of a log, the recording will also skip to this timestamp.

Console

Supported data types​

The following types of data can be captured and shown in the console:

• Steps: page navigation or recording actions e.g. start, stop, pause

• Click events that reach the document level are recorded

• Focus and blur events

• Script errors

• Unhandled rejections

• Console.debug

• Console.log

• Console.info

• Console.warn

• Console.error

Network

The Screendesk recorder captures network requests and their responses for both XMLHttpRequests and fetch requests. Due to the complexity of capturing network requests, there are some technical limitations.

The recorder is translated into 7 languages and will automatically switch to the browser’s language!

Below is a list of language codes we currently support. We will always fallback to English if we do not support the browsers default language.

Below is the list of languages that we currently support:

• 🇺🇸 English

• 🇫🇷 French

• 🇪🇸 Spanish

• 🇵🇹 Portuguese

• 🇩🇪 German

• 🇳🇱 Dutch

• 🇧🇷 Brazilian Portuguese

Email

You can receive a notification when a new recording is submitted. In your acount, go to personal settings -> notifications.

Integrations

You can receive a notification in Slack when a new recording is submitted.

Screendesk AI Solutions is an intelligent assistant designed to enhance your customer support experience. By leveraging advanced AI technology, it provides context-aware suggestions to help your support team handle customer inquiries more efficiently and accurately.

What is it?

AI Suggest is the core feature of Screendesk AI Solutions. It analyzes various data points from customer interactions to generate structured, actionable insights.

How It Works

1. Data Collection: AI Suggest gathers information from:

• Ticket data

• Console logs

• System information

• Transcripts

• Your product documentation

1. Analysis: The AI processes this information to understand the customer's issue and context.

2. Suggestion Generation: Based on the analysis, AI Suggest produces a structured response with three main components:

   1. Agent Summary

   2. Recommended Action

   3. Customer Email Draft

Accessing AI Suggest

To use AI Suggest:

1. Navigate to the recording page for a customer interaction.

2. Look for the "View Suggestion" button.

3. Click the button to generate intelligent suggestions based on the available data.

Enhancing AI Suggestions with Your Product Documentation

To improve the accuracy and relevance of AI-generated suggestions, you can connect your own product documentation to Screendesk. This feature allows the AI to reference your specific product information when generating responses.

Navigate to the Account Settings section in your Screendesk dashboard.

• Look for the "Data Sources" section.

• Click on the "Manage Knowledge" button.

• Enter the public url of your documentation.

• Click on "Train" once it is done ingesting your content.

When your customers send screen recordings accompanied by audio comments, we've got you covered with an automated transcript and summary feature.

What is an AI Summary?

Our powerful AI technology automatically generates a summary for each screen recording, saving you valuable time and effort. These summaries provide a concise overview of the recording's contents, ensuring you can quickly grasp the key points without having to watch the entire video.

Locating the AI Summary

Finding the AI summary is a breeze. You can access it in your Screendesk Dashboard: Simply navigate to your Screendesk dashboard, where you'll discover the AI summary neatly displayed alongside the corresponding screen recording.

Sharing a feedback with your teammates or with your users can be very helpful to better understand your users, build better product or tackle problems you haven't seen yet.

From a recording page

Shareable link

You can share recordings by simply clicking on copy link from the share menu.

Embed

To allow your recordings to play natively within your webpage, you can use our embed code. This provides a seamless experience to your visitors to watch your recording without having to leave your website.

Here's how to embed your recording into a webpage:

1. From your recording's page, click Share above the video and click copy code.

2. Click Copy Code then paste the code into your website text editor. You might find that your code will change slightly when pasting it, resulting in an error message. This can be fixed by pasting the code specifically into an HTML block.

3. From here, the Screendesk player with your recording will play embedded in your webpage.

You can hide the title on your embedded recording by appending the recording's embed code using the text below.

• ?hide_title=true (https://app.screendesk.io/recordings/e07fbe4-d8b9-4b2f-830e-9d665e140a21/embed?hide_title=true)

Download video

Recordings can be exported as videos! These are perfect for use in email and social media.

Share a GIF thumbnail

You can share a GIF preview of your videos. Here's how it looks:

GIF Demo - Watch Video

Click on the Share button and select how you'd like to share. You'll see options for video downloads, GIF copy to clipboard, Twitter, and website embeds.

From the dashboard

At Screendesk, we know that adding visual elements to your communication can make it much more engaging. That's why we're here to show you how to send video recordings with a dynamic GIF preview. Here’s how it looks like and how to do it step-by-step.

GIF Demo - Watch Video

Step 1: Record or Select Your Video

First, either record a new video through Screendesk or choose a pre-existing video from your video library.

Step 2: Share Your Video

Locate the Share button at the top right corner of your video's page and click it.

Step 3: Copy the GIF Thumbnail

After clicking on Share, select Copy GIF Thumbnail. This action copies to your clipboard a GIF preview and the title of your video followed by a call to action labelled "Watch Video". All these elements are linked to the full video, facilitating easy access for the recipient.

Step 4: Paste in Your Helpdesk Messenger

Navigate to your helpdesk messenger and paste the copied elements into your conversation. This will insert the GIF preview along with its interactive elements into your message.

These steps allow you to quickly enhance your helpdesk communications with visual previews and direct links to your videos. This method is designed to catch your audience's attention and deliver information in an efficient and visually appealing manner.

For any additional assistance or questions, please contact our support team.

After receiving or creating a recording, you will be brought to the recording page. You can then click on “Trim and Cut recording” to access the editor.

How to use the video editor

1. Drag the handles to make selections to your video. You can also click anywhere to seek to a certain point in time of your video.

2. Then, edit your selection by using the buttons on the left:

   1. Trimming cuts out the outside of your selection, leaving only the area within in your video.

   2. Cutting removes your selected area from the video

   3. Muting silences the audio in the area you’ve selected

3. Want to go back? Use the undo or redo buttons on the right side.

4. Click on Save and close on the top right to go back to the player page so you can can save your changes.

With the Chrome extension, you can create more advanced video content. You can:

• Highlight content by drawing on the screen and adding arrows or shapes

• Point to content and highlight clicks

• Blur sensitive content

Following the steps below will solve 90% of the issues encountered while recording with the Chrome extension.

Restart Your Device

Begin by restarting your device. This can resolve issues caused by system resource constraints or minor software glitches.

1. Save any open work to prevent data loss.

2. Restart your device through the operating system's start menu.

3. Once your device has rebooted, open Chrome and check if the issue persists.

Clear Browser Cache

A corrupted cache can cause extensions to malfunction. Clearing your browser cache can often resolve these issues.

1. Open Chrome, click on the three-dot menu at the top-right corner, and go to 'Settings'.

2. Scroll down to 'Privacy and security' and select 'Clear browsing data'.

3. Choose the time range (to clear everything, select 'All time').

4. Check 'Cached images and files' and click 'Clear data'.

5. Restart Chrome and check the extension.

Reinstall the Chrome Extension

An outdated or improperly installed extension may also cause issues. Reinstalling the extension can ensure you have the latest version and that it's correctly installed.

1. Open Chrome, type chrome://extensions into the address bar, and press Enter.

2. Find Screendesk in the list of extensions and click 'Remove'.

3. Visit the Chrome Web Store and search for the Screendesk Chrome Extension.

4. Click 'Add to Chrome' to install the latest version.

5. After installation, sign in if necessary, and test the extension.

Download Data for Troubleshooting

If you've tried the steps above and still face issues, you can download troubleshooting data for further analysis.

1. Click on the Screendesk Chrome Extension icon in the Chrome toolbar.

2. In the dropdown menu, find and click on 'Download data for troubleshooting'.

3. Save the file to a convenient location on your computer.

Contact Support

After saving your troubleshooting data, please contact our support team. Attach the downloaded file to your support request to help our technicians diagnose the issue more effectively.

1. Visit the Screendesk support portal.

2. Submit a new support request and include a detailed description of the issue.

3. Attach the troubleshooting data file and any other relevant information.

4. Our support team will analyze the data and get back to you with a resolution.

Live screensharing sessions with your customers can be recorded for internal use or quality assurance purposes.

All live sessions are saved in your Screendesk dashboard > Live recordings

Enable / disable recordings for live screensharing

You can change the option in Account Settings > Live Screensharing

Start triggers for live screensharing recordings

We offer flexibility on the trigger to start recording screensharing sessions. You can choose among the following in Account Settings > Live Screensharing

Use case: identifying and resolving customer issues in real time

When it comes to real-time customer support for identifying and resolving issues, there are two common approaches: live screen sharing and co-browsing. Both aim to provide efficient support while minimizing back-and-forth interactions.

Live Screen Sharing:

• Allows support agents to have a video call with customers and view their screen.

• Agents can understand the customer's experience and guide them through tasks.

• It does not provide the capability for the support team to take control of the customer's interface.

Co-browsing:

• Similar to live screen sharing, it enables support agents to have a video call and view the customer's screen.

• Additionally, co-browsing allows the support team to take control of the customer's interface, interacting with their screen directly.

Why Live Screen Sharing is the Optimal Solution:

Live screen sharing offers several advantages as the preferred technical solution:

1. Plug-and-Play Integration: Live screen sharing seamlessly integrates with your helpdesk without requiring any additional code implementation from your engineering team. It's a hassle-free feature ready to use.

2. Security and Privacy Considerations: Taking control of the customer's interface, as provided by co-browsing, can raise security and privacy concerns on the customer's side. Live screen sharing avoids these potential issues, ensuring a more secure and privacy-conscious support experience.

By utilizing live screen sharing, you can provide efficient real-time support within your helpdesk environment without compromising security or privacy.

Screendesk empowers customer facing teams with async and sync videos features. It also makes it easy to access these features directly in their favourite ticketing system (Zendesk, Intercom, Help Scout, etc...)

Screendesk empowers customer facing teams with async and sync videos features. It also makes it easy to access these features directly in their favourite ticketing system (Zendesk, Intercom, Help Scout, etc...)

What you can do

With Screendesk for Intercom you can:

• Send screen recordings to your customers.

• Request screen recordings from your customers.

• Start a live screen share session with your customers.

• Receive Screendesk recordings in Intercom.

How to set up

Visit the Intercom app store and look for the Screendesk app or visit the integrations tab of your Screendesk dashboard. Once you have installed the Screendesk app check the section below.

Available Intercom locations

You can send request for recordings, send recordings, or start a live screen share directly from the Intercom messenger editor. We highly recommend you to use this option to interact with Screendesk as we are able to insert beautifully crafted cards in the messenger editor from this location.

You can receive screen recordings directly from your Intercom messenger.

How to set up

Visit the Messenger tab in your Intercom dashboard and click on Add apps to your Messenger.

From there, you will have to click on Add an app (3) and select Screendesk from the dropdown menu. You will have to do this step for both Visitors (1) and Users (2).

Notifications

Recordings will be automatically sent to your Intercom inbox.

Screendesk allows you to customize the call-to-action (CTA) text displayed above the Screendesk button in your Intercom messenger. This helps tailor the experience for your users and improve engagement.

Where you can customize the CTA text

You can customize the text in two locations:

1. Home Messenger Button – The main Intercom messenger interface.

2. Operator Call-to-Action Text – The text shown when using Intercom Operators.

How to customize the CTA text

1. Open the Screendesk app.

2. Go to Account Settings > Integrations.

3. Select Intercom and click Configure.

4. Update the CTA text for the desired locations.

5. Save your changes.

If you have any questions, feel free to contact Screendesk support! 🚀

From the sidebar you will be able to:

• Request screen recordings from your customers.

• Send screen recordings to your customers.

• Start a live screen sharing session with your customers.

• Access past recordings for a given customer.

How to set up

The Screendesk sidebar app will be available by default after installing the Screendesk app to Intercom. If you don't see the sidebar please follow the steps as outlined in the screenshot below.

Receive recordings using operators

You can receive screen recordings via the Intercom operator. Once recorded Screendesk will either create a new conversation or update an existing one.

How to setup

• Visit the Operator tab of the Intercom dashboard.

• Create a new custom bot based on the desired workflow.

• Create an action button (1) that links to send an app. Please note that you can trigger the send an app with any other operator trigger.

• Select Screendesk from the dropdown menu (2).

• That's it!

Resolve issues using videos embeded in operators

You can easily embed videos in your Intercom Help Center articles by adding a GIF thumbnail to your articles. It will create an engaging experience for your customers with videos that start playing as they read.

Here's how it looks like:

Follow the steps below to integrate Screendesk videos into your Intercom Help Center, or watch this short video.

Steps to Embed Screendesk Videos in Intercom

1. Get the GIF Thumbnail

   • Navigate to the Screendesk video you wish to embed.

   • Click on Share > Copy GIF Thumbnail to copy the GIF thumbnail to your clipboard.

2. Add the GIF to Your Intercom Article

   • Paste the copied GIF thumbnail directly into your Intercom article. The GIF will be embedded and will start playing automatically, offering an interactive visual aid to your readers.

3. Add Links to the GIF and Title

   • Note that Intercom automatically removes embedded links/URLs when pasting images and text.

   • To ensure users can access the video, add the link to the GIF title and also on the GIF itself.

4. Create a Call to Action on the Screendesk Video

   • Go to the Screendesk video settings.

   • Click on Call to Action, and add a link that directs users back to your article or another relevant page.

Screendesk will automatically tag conversations in the following cases:

Enable Intercom tagging

To enable intercom tagging navigate to account settings -> integrations -> configure intercom and then enable tags.

Screendesk empowers customer facing teams with async and sync videos features. It also makes it easy to access these features directly in their favourite ticketing system (Zendesk, Intercom, Help Scout, etc...)

Screendesk empowers customer facing teams with async and sync videos features. It also makes it easy to access these features directly in their favourite ticketing system (Zendesk, Intercom, Help Scout, etc...)

What you can do

With Screendesk for Zendesk you can:

• Send screen recordings to your customers.

• Request screen recordings from your customers.

• Start a live screen share session with your customers.

• Receive Screendesk recordings in Zendesk.

• Automatically tag conversations.

How to set up

Visit the Zendesk Markeplace and look for the Screendesk app or visit the integrations tab of your Screendesk dashboard. Once you have installed the Screendesk app check the section below.

Available Zendesk locations

Common issues

If the Screendesk menu of the Zendesk composer is appearing empty, there could be an issue with your browser or add-blocker. To troubleshoot this problem, make sure that your browser is allowing iframes. This can usually be done by checking your browser's settings or the settings of any add-blockers that you have installed. If you are still having trouble after checking these settings, you may need to try using a different browser or temporarily disabling your add-blocker to see if that resolves the issue.

Remove Screendesk from Zendesk

To remove an app from Zendesk, follow these steps:

1. Log in to your Zendesk account and click on the "Apps" icon in the main menu. This will take you to the Apps Marketplace.

2. In the Apps Marketplace, click on the "Installed" tab to view a list of all the apps that are currently installed in your Zendesk account.

3. Find the app that you want to remove and click on the "Manage" button next to it.

4. On the next page, you will see an option to "Uninstall" the app. Click on this button to begin the process of removing the app from your account.

5. You will be asked to confirm your choice to uninstall the app. Click on the "Uninstall" button to complete the process.

Note that uninstalling an app will typically remove all of its associated data and settings from your Zendesk account. If you want to keep this information, you may want to consider disabling the app instead of uninstalling it. To disable an app, follow the same steps as above and click on the "Disable" button instead of the "Uninstall" button.

1. Click on the Screendesk icon in the Zendesk composer.

2. Select the option that works for you.

Screendesk offers flexibility for Zendesk users to personalize the messages sent to clients when requesting a screen recording or initiating a live session. This guide will walk you through customizing these messages in your Screendesk account settings.

Accessing the Customization Settings

1. Navigate to Account Settings: Log in to your Screendesk account, and go to your account settings.

2. Integration Settings: Click on the 'Integrations' tab, and then select 'Zendesk'.

3. Configure Zendesk: In the Zendesk integration section, find and click on the 'Configure' option.

4. Customize Text Content: Here, you can customize the text for various client interactions. Navigate to the section labeled 'Customize the text content'.

Customizing Messages

On an email based ticket

On a chat based ticket

To allow customers to submit tickets with screen recordings, you will need to integrate Screendesk into your Zendesk Help Center and/or include it in your website's Zendesk widget.

Enable Screendesk to your "New request" page

You can follow the steps outlined in the demo below:

If you want to change the background color of the button simply add a query string ?bgcolor=hexcolorwithoutthe (bgcolor=EBEBEB) at the end of the script source: https://app.screendesk.io/embeds/zendesk/c835d0?bgcolor=EBEBEB.

Enable Screendesk to your Zendesk Web Widget (classic)

By integrating Screendesk into your Zendesk widget, you can empower your customers to record their screen directly from the chat or form in your website. This functionality is especially useful for providing visual context and assistance in resolving customer issues.

The code needs to be added right after the code of the Zendesk Widget.

You can find the code snippet here.

Enhancing your Zendesk auto-replies with Screendesk links enables customers to easily submit screen recordings tied to their tickets, streamlining issue resolution for your support team. This guide walks you through the setup process.

Here's how it looks like:

Steps to Set Up the Zendesk Auto-Reply with Screendesk Integration

1. Access Zendesk Admin Center Log in to Zendesk and navigate to the Admin Center.

   
2. Go to Objects and Rules In the Admin Center, select Objects and rules from the navigation menu.

3. Locate Triggers or Automations Depending on your existing setup, locate your triggers or automations. For this guide, we’ll use triggers, as they natively support email auto-replies in Zendesk.

1. Edit the Trigger’s Email Body Open the trigger that manages auto-replies. In the email body, add a new sentence prompting the customer to use Screendesk for submitting recordings. For example:

If you’d like to share a screen recording to help us understand your issue better, click the link below:

1. Retrieve the Screendesk Generic Recording Link

• Go to Screendesk and log in.

• Click on Request recording to generate a generic recording link. Example link: https://app.screendesk.io/recordings/new?ak=0ZMy1g&key=vQvF_A&src=rria

  

1. Customize the Screendesk Link Update the generic link to ensure the recording ties back to the Zendesk ticket. Make the following changes:

• Add zid={{ticket.id}}& after new? to associate the recording with the ticket ID.

• Replace src=rria with src=rrz&p=1 for proper integration.

Final Link Example: https://app.screendesk.io/recordings/new?zid={{ticket.id}}&ak=0ZMy1g&key=vQvF_A&src=rrz&p=1

1. Test and Activate the Trigger

• Save your changes and test the trigger to ensure the email auto-reply includes the personalized Screendesk link.

• Once confirmed, activate the trigger.

Zendesk macros can streamline customer communication by automating responses. By integrating Screendesk, you can easily request screen recordings to better understand and resolve customer issues. This guide explains how to create a macro for sending Screendesk recording links to customers.

Steps to Create the Macro with Screendesk Integration

1. Access Zendesk Admin Center Log in to Zendesk and navigate to Admin Center > Workspace > Macros.

1. Create a Macro

• Click on Create a Macro.

• Name your macro something clear, such as Request Screen Recording.

• Add an Action

  • Click on Add Action and select Comment/Description.

  • Enter a generic text template explaining the purpose of the recording and how customers can provide it.

  Example Template:

Hello {{ticket.requester.first_name}}, We understand you’re experiencing an issue with {{custom_fields.software_name}}, and we’re here to help. To assist you more effectively, could you kindly share a recording of the problem you’re encountering? Don’t worry, there’s no need to download anything or sign up – it’s a simple and secure process.

Here’s how you can record and share your issue with us:

1. Click on this link: [Insert link here].

2. Once there, click on Start Recording

3. Choose the screen you want to share and demonstrate the issue you’re facing.

4. After you’ve shown us the problem, click on Stop to end the recording. Then, click on Submit to share it with our support team.

We appreciate you taking the time to do this. It will greatly help us understand the issue more clearly and allow us to provide a more precise solution.

Best regards, The Support Team

• Retrieve the Screendesk Generic Recording Link

  • Log in to Screendesk.

  • Click on Request recording to generate a generic recording link. Example link: https://app.screendesk.io/recordings/new?ak=0ZMy1g&key=vQvF_A&src=rria

• Customize the Screendesk Link Modify the link to associate the recording with the Zendesk ticket:

  • Add zid={{ticket.id}}& after new? to include the ticket ID.

  • Replace src=rria with src=rrz&p=1 for proper integration.

  Final Link Example: https://app.screendesk.io/recordings/new?zid={{ticket.id}}&ak=0ZMy1g&key=vQvF_A&src=rrz&p=1

• Insert the Customized Link into the Macro Replace the placeholder [Insert link here] in the template with your customized Screendesk link.

• Save and Test the Macro

  • Save the macro and test it in Zendesk Messenger.

  • Ensure that:

    • The macro sends the correct Screendesk link to the customer.

    • Recordings are logged as internal notes in the Zendesk ticket.

The Forward Recordings to Zendesk feature lets you automatically create Zendesk tickets whenever a recording is submitted through Screendesk.

This is useful if you’ve added Screendesk links or buttons to sources outside Zendesk, such as:

• A button in your product.

• A Screendesk link in emails.

Whenever a recording is submitted, a Zendesk ticket is created with the recording attached, ensuring all customer issues are centralized in one place.

This feature simplifies support management and ensures no customer request is missed.

Forward recordings to Zendesk

Visit the integrations tab to enable this feature. Simply update the email field and hit save.

You can refer to this article to find your Zendesk support address.

Screendesk will automatically tag conversations in the following cases:

Track performance of tickets with tags

To track the "screendesk-live-screensharing" tag using Zendesk Explore for instance, follow these steps:

1. Log in to your Zendesk account and click on the "Explore" icon in the main menu. This will take you to the Explore dashboard.

2. From the dashboard, click on the "Tickets" option in the left-hand menu. This will bring up a list of all the tickets in your account.

3. Use the search bar at the top of the page to search for tickets that have the "screendesk-live-screensharing" tag. You can do this by typing "tags:screendesk-live-screensharing" into the search bar and pressing Enter.

4. The results will show you all the tickets that have the "screendesk-live-screensharing" tag. You can use the columns and filters on the page to customize the data that is displayed and create custom reports based on the tag data.

5. If you want to save your search results so you can access them later, you can click on the "Save" button at the top of the page. This will allow you to give your saved search a name and choose whether you want to be notified when new tickets with the "screendesk-live-screensharing" tag are created.

Connect Screendesk to HelpScout

Visit the integrations page. Then click on Connect.

1. Visit: Create a Custom App

2. Fill in the required fields

3. Visit the Settings tab and select the maiboxes. Then make sure to click on Finish installation in the Screendesk dashboard.

4. Visit any conversation in your HelpScout inbox.

5. Click on the button Connect to Screendesk.

6. Authorize Screendesk to access your account

That's it you have now connected Screendesk to HelpScout!

HelpScout sidebar

Ticket

Request a Recording

You can use Screendesk directly from your sidebar to respond to emails.

Screendesk automatically adds the recording URL to the ticket once recorded for emails.

Send a Recording

You can reply to emails with a message with a recording.

Simply copy paste the recording URL once recorded.

Chat

Request a Recording

You can use Screendesk directly from your sidebar to respond to chats.

Send a Recording

You can reply to chats with a message with a recording.

Simply copy paste the recording URL once recorded.

Previous Recordings

Previous recordings associated to the email address of the user are displayed in the sidebar.

The Content Library enables users to share existing videos directly from the ticket or chat sidebar in HelpScout. This feature allows you to easily access and distribute relevant video content to users.

Direct Sharing

Share videos from the Content Library directly within HelpScout tickets or chat sidebars, providing users with immediate access to helpful video resources.

Search Functionality

Search for videos by tags or titles to quickly locate the specific content you need.

The Content Library is a valuable tool for any support team looking to improve their service quality and efficiency by leveraging the power of video.

Inbox

Request Recording

You need to create a snippet for each of your agent in order to request recordings from your Gist inbox. Please follow the steps outlined below:

1. Get your personal recording link from the Screendesk dashboard. You will need to get the recording link of each of your agent.

1. Visit the settings tab in the Gist dashboard. Now visit the inbox dropdown and click on conversation snippets. Then paste your recording link in the new snippet.

1. Use the newly created snippet in the inbox.

1. Users will then be prompted to paste the recording url in the chat when they are done recording.

Chats

You can customize the messages sent in your chats by simply adding your personal recording link. You can link the users to the recording by adding the URL parametter ce with the email address of the user.

Bots

You can customize the messages sent in your bots by simply adding your personal recording link. You can link the users to the recording by adding the URL parametter ce with the email address of the user.

Integrating Screendesk with Freshdesk provides a seamless experience for support agents, allowing them to access all Screendesk features without leaving Freshdesk. The Screendesk app is available for both Freshdesk and Freshchat, enabling agents to easily manage screen recordings, share videos, and initiate live assistance.

Key Features of the Screendesk App in Freshdesk

With the Screendesk app installed, agents can:

• Request Screen Recordings from Customers: Easily ask customers to share screen recordings for troubleshooting.

• Send Screen Recordings: Share recordings with customers directly within a support ticket.

• Send Videos from the Video Library: Use pre-recorded videos to answer common questions or provide instructions.

• Start Live Screen Sharing Sessions or Live Video Calls: Assist customers in real time by sharing screens or using live video.

Freshdesk Locations

You can access Screendesk directly within Freshdesk, both in the messenger (1) and the sidebar (2) for seamless support management.

Step-by-Step Guide to Setting Up Screendesk with Freshdesk

To integrate Screendesk with Freshdesk, follow these steps:

1. Sign Up for Screendesk

   • Create a Screendesk account by signing up here.

2. Install the Screendesk App in Freshdesk

   • Go to the Screendesk app page for Freshdesk.

   • Click on the Install button to add the Screendesk app to your Freshdesk account.

3. Get Your Freshdesk API Key and Domain URL

   • Log in to your Freshdesk account.

   • Find your API key in your profile settings.

   • Note your Freshdesk domain URL (e.g., yourcompany.freshdesk.com).

   
4. Connect Screendesk to Freshdesk

   • Open a support ticket in Freshdesk.

   • Click on the Screendesk button in the Freshdesk messenger sidebar.

   • Follow the prompts to connect your Screendesk account with Freshdesk using the API key and domain URL.

5. Complete the Setup

   • Once connected, your integration is all set up.

6. Start Using Screendesk Features

   • Try requesting your first screen recording or launch a live video call to assist a customer.

Additional Notes

Using the Screendesk app within Freshdesk enhances the support experience by keeping everything in one place, which improves response times and customer satisfaction.

Adding a Screendesk button to your Freshdesk portal enables customers to share screen recordings directly through the help center form when they reach out. This setup eliminates the need to request recordings separately, saving time and reducing back-and-forth communication, which streamlines the support process and improves response efficiency.

Step-by-Step Guide to Adding a Screendesk Button

1. Access the Freshdesk Portals Settings

   • Go to the Portals section in Freshdesk settings: Admin > search for "Portals"

2. Edit Your Portal Appearance

   • Click on Edit next to your desired portal.

   • Navigate to the Appearance section.

   • Click on Edit Theme to modify the portal’s layout and settings.

     
3. Open the Pages Tab

   • Select the Pages tab within the theme editor.

     
4. Edit the Layout Page

   • In the Layout section, click on the Layout page to access the HTML editor.

5. Get the Screendesk Code Snippet

   • Open Screendesk in a new tab and go to Account settings > Integrations > Freshdesk > Configure via this link.

   • Copy the code snippet provided.

6. Paste the Code Snippet into the Layout Page

   • Return to the Layout page in Freshdesk.

   • Paste the Screendesk code snippet just below {{footer}} in the HTML editor.

   • Make sure to update the query selectors in the code snippet.

   Copy

    // Initialize the screendesk recorder with the form fields.
       // The first parameter is the query selector of the field on which we will pass url of the recording.
       // The second parameter is the query selector of the field on which we will check for the email.
       window.initializeScreendesk("#description", "#email");

7. Publish the Changes

   • Click on Publish to save your changes.

   • Your Screendesk button is now live on the Freshdesk portal.

How to find the query selectors

To find the ID of the email and description input fields on the Freshdesk portal, follow these steps:

1. Open your Freshdesk portal in a web browser.

2. Right-click on the email input field and select "Inspect" or "Inspect Element" from the context menu.

3. In the developer tools that appear, look for the HTML code of the input field. The ID will be listed as an attribute, typically something like id="email_address".

4. Repeat the process for the description field, right-clicking and inspecting it to find its ID in the HTML.

5. Make sure to append # to the email and description ids when updating the code snippet. E.g: email_field becomes #email_field.

Preview Your Portal

After publishing, preview your Freshdesk portal to ensure that the Screendesk button appears as expected and is functioning properly.

Screendesk will automatically tag conversations in the following cases:

You can receive a notification in Slack when a new recording is submitted. In your account, go to account settings -> integrations.

Select the channel you want the notifications to be published in.

Below is an example of a new recording:

Add the Script to Your HTML File

Insert the following script tag just before the closing </body> tag of your HTML file. This ensures that the script loads after all the elements on the page have been rendered.

htmlCopy code<!-- Screendesk Embed -->
<script>
(function(){
  var d = document;
  var s = d.createElement("script");
  s.src = "https://app.screendesk.io/widget/xxxxx"; // replace with your id
  s.async = 1;
  d.getElementsByTagName("head")[0].appendChild(s);
})();
</script>

Understand the Script Content

The script fetched from https://app.screendesk.io/widget/xxxx includes several functionalities like console logging, network request monitoring, and user activity tracking. These are encapsulated within an Immediately Invoked Function Expression (IIFE) to avoid polluting the global namespace.

Reasons for Loading the Script at the End

• Complete DOM Availability: Placing the script just before the closing </body> tag ensures all DOM elements are fully loaded, allowing the script to correctly bind event listeners and manipulate elements.

• Non-blocking Load: Using async = 1 makes the script load asynchronously, which prevents it from blocking the rendering of the rest of the page. This approach improves page load times and enhances the user experience.

Script Safety Measures

• Scoped Functions and Variables: The script uses an IIFE to encapsulate all its code, which prevents conflicts with other global variables or functions in your application.

• Session Storage: The script stores state information in sessionStorage, ensuring that it does not persist beyond the session or interfere with other scripts.

Initialization and Event Binding

Ensure that the script initializes correctly by loading it last in the body. This allows it to:

• Bind event listeners to elements that are already rendered.

• Start overriding console and network methods only after the page is fully loaded.

Detailed Breakdown of the Script’s Internal Code

The script includes several key features:

• Fingerprinting: Collects various browser and device details to generate a unique identifier for the user.

• Blur Functionality: Adds a blur style to specified elements to obscure sensitive information.

• Console Logs Override: Overrides default console methods to capture and transmit logs.

• Network Request Monitoring: Overrides fetch and XMLHttpRequest to log request and response details.

• Event Listeners: Tracks focus, blur, click, script errors, and unhandled promise rejections.

• Pusher Integration: Uses Pusher for real-time communication and logs transmission.

Safety and Performance Considerations

• Asynchronous Loading: The script is loaded asynchronously (s.async = 1;), ensuring it does not block the page load.

• Scoped Variables and Functions: Encapsulation within an IIFE prevents conflicts with other scripts.

• Session Storage: Uses sessionStorage to maintain state across page loads, without persisting data unnecessarily.

Addressing Common Concerns

Impact on Performance

Explanation: The asynchronous nature of the script loading minimizes the impact on the page’s initial load time. Additionally, the script is designed to operate efficiently, using modern web technologies and best practices.

Conflicts with Existing Code

Explanation: By encapsulating its functionality within an IIFE and using scoped variables, the script avoids conflicts with global variables or functions. This isolation ensures that it runs independently of your application’s code.

Security and Privacy

Explanation: The script includes mechanisms to redact sensitive information before sending it over the network. For instance, it masks authorization headers and other sensitive data in network requests:

javascriptCopy codeif (clonedHeaders.has('Authorization')) {
  clonedHeaders.set('Authorization', '[REDACTED]');
}

Reason: This ensures that sensitive information is not exposed, maintaining user privacy and data security.

1. Upgrade/change paid plan

To upgrade your account to a paid plan, follow these steps:

1. Navigate to the billing page. You can access this page by clicking on the "Billing" option in the Account Settings tab.

2. On the billing page, you will see a section called "Current Plan" Click the "Change Plan" button to proceed.

3. You will now be presented with a list of available plans. We currently offer two paid plans: Plus and Pro.

4. Choose the plan that best meets your needs and click the "Get Started" button to continue.

5. Enter your payment information and click the "Subscribe" button to complete the process.

For more information about the features and pricing of our Plus and Pro plans, visit our pricing page. If you have any questions about upgrading your account, don't hesitate to reach out to our support team for assistance.

2. Cancel plan

To cancel your paid plan, follow these steps:

1. Click on "Cancel Plan" in the "Current Plan" section.

2. On the next page confirm your choice by clicking on "Cancel Plan".

Note that canceling your paid plan will typically result in your account being downgraded to a free plan, with a corresponding reduction in features and functionality. Be sure to carefully review the terms of your cancellation before proceeding.

3. Update payment method

We accept the following debit/credit cards:

• American Express

• China UnionPay (CUP)

• Discover & Diners

• Japan Credit Bureau (JCB)

• Mastercard

• Visa

• Cartes Bancaires

4. Add information

Add any additionnal information to all of your receipt. For example, you want to include your VAT information on all of your receipts, you can use the "Additional Information" field to do so. Simply enter the text you want to include in this field, and it will be automatically added to every receipt that you generate.

5. Download receipt

You will receive receipts for your purchases by email. You can download them directly from the billing page. To download a receipt, simply visit the billing page and look for the option to download a copy of the receipt. This option is usually located in a section called "Receipts".

If you're thinking about cancelling a plan because you're running into any issues while using Screendesk, please contact the support team first! We'd love to help you.

If your mind is made up, here's how to cancel your plan:

1. Click on Account Settings in the sidebar.

2. Click on the Billing tab. This will take you to our billing page.

3. Click on cancel plan

4. Click on cancel plan and confirm

If you change your mind you can resume your plan on the billing page.

You can manage the members of your account directly from the members page.

Invite members

You can invite new members directly from the sidebar or from members page.

Update permissions

Screendesk currently has 5 roles:

• Owner: creator of the account, can do everything. Ownership can be transferred.

• Admins: can do everything.

• Editors: can edit and delete any videos.

• Members: can send and request recordings to the users as well as share recordings with team members.

• Watch Only: can only watch recordings. No ability to create, edit, or manage recordings.

To ensure account ownership aligns with your preferences, we offer a straightforward process for transferring ownership. Here's how:

1. Access Account Settings: Navigate to the "General Settings" section within your Account Settings.

2. Transfer Ownership: Locate the "Transfer ownership" option and click on it.

3. Save the Changes: Confirm the transfer by selecting the appropriate option and saving the changes.

Profile

You can update your avatar, your name and user name of your account by clicking on personal settings at the bottom of the left sidebar.

Login

This is where you can update your email and password. Visit the security tab to update your password.

Signing out or deleting your account

You can safely sign out or delete your personal account and all associated data by navigating to the my profile section.

Remove the "Recorded with Screendesk" badge, sign-up button, and marketing links on video share page and recorder page.

Visit account settings -> customize appearance to turn remove the Screendesk branding

It will remove the Screendesk branding on the recorder and on the recording page.

You can customize your live rooms to match your company's branding. Head to Account settings -> Live Screensharing to update your settings.

1. Change the logo

2. Change the background color

You can customize your recorder to match your company's branding. Head to account settings -> customize appearance to update your settings.

1. Change the logo

2. Change the background color

All recordings are by default saved to our database in the North America region.

We have 2 regions available for storing your recordings for now: North America (us-east-1) and Europe (Paris).

You can select the region you want your recordings to be stored in from account settings -> security.

Screendesk can automatically blur out sensitive data in your web app. It only covers the text that needs to be hidden, so the rest of your app looks the same. This keeps the app safe to use without losing any context.

1. Install Screendesk: First, ensure that the Screendesk snippet is installed in your web application. This is a prerequisite for the blurring feature to work.

2. Navigate to Settings: Go to account settings, then visit the security tab.

3. You need to have at least one selector to enable the blurring feature.

To use Screendesk to blur out sensitive information, first pinpoint where this data is in your app. You do this by using the tag name, class, or id of the areas you want to hide, similar to how you'd use the DOM querySelector() API.

If your app already marks sensitive data with certain classes, just use those as your selectors. To find a class name or id, right-click the element, select Inspect, and note down the identifier you see.

Remember to start class names with a dot (.class), ids with a hash (#id).

Technical details

• Blurring will persist across page reloads.

• Content will be blurred even if the user has multiple tabs opened.

• We use Websockets to communicate with your page.

• We use sessionStorage to keep track of the state of the blurring. If the blurring continues after the recording ends, simply close the tab. Then reopen the tab.

• Users can blur/unblur content directly from the recorder.

To enable two-factor authentication:

1. Click on personal settings in the sidebar.

2. Click on enable two-factor authentication.

3. Make sure to save your backup codes somewhere safe.

4. Download the authy app from Twilio by scanning the QR code.

5. Verify it.

The process in image below:

Please note that you can disable two-factor authentication from personal settings -> security tab too.

If you've misplaced a device logged in to your Screendesk account, a surefire way to end that access is to change your password. If you don't want to change your password just yet (as advisable as that may be), you can:

1. Head to your personal settings.

2. Click on the security tab.

3. Click on remote log out.

Retention periods are based on creation date. For example, if you set a retention policy of 90 days, videos will be deleted 90 days after they are created.

We cannot recover data that has been deleted.

Here is how to set up the data deletion rules:

1. Visit account settings -> security.

2. Enter the deletion period in days.

3. Save the setting.

By default, recording links are public, allowing you to share them with other teams without granting them access to Screendesk. If you wish to change this and restrict access to users who are part of your workspace, please visit Account Settings > Security

Restrict access to received recordings

Restrict access to live recordings

This document guides you through the process of setting up Single Sign-On (SSO) for Screendesk using SAML (Security Assertion Markup Language) with popular Identity Providers (IdPs) like Google and Okta, as well as custom SAML providers.

Prerequisites

• Administrative access to Screendesk's admin panel.

• Administrative access to your IdP (Google Workspace, Okta, or other SAML providers).

Key terms

• Service Provider (SP): Screendesk, which will be configured to authenticate users via SSO.

• Identity Provider (IdP): The system (like Google, Okta) managing user identities and login credentials.

• Assertion Consumer Service (ACS) URL: The endpoint in Screendesk where SAML responses are sent.

• Entity ID: A unique identifier for the SP (Screendesk) in the SAML protocol.

Setting Up SAML SSO with Google Workspace

Step 1: Configure Google as IdP

1. Access Google Admin Console: Go to your Google Workspace admin dashboard.

2. Add Screendesk as a SAML Application: Navigate to Apps > SAML apps, and click on '+ Add App' > 'Add custom SAML app'.

3. Google IdP Information: Note down the SSO URL and Entity ID. Download the IdP certificate.

Step 2: Configure Screendesk

1. Access Screendesk Admin Panel: Log in to your Screendesk admin account.

2. Enter SAML Details: Go to the SAML SSO settings page.

   • SSO Domain: Enter your email domain (adrien@screendesk.io = screendesk.io).

   • IDP Entity ID: Paste the Google Entity ID.

   • Single Sign-On URL: Paste the Google SSO URL.

   • IDP Certificate: Upload the Google certificate.

Step 3: User Access and Attribute Mapping

1. Setup Access: Assign users or groups in Google Admin who can access Screendesk.

2. Attribute Mapping: Ensure that the user attributes in Google match those expected by Screendesk.

Setting Up SAML SSO with Okta

Step 1: Add Screendesk in Okta

1. Access Okta Admin Dashboard: Navigate to your Okta admin console.

2. Create a New App: Choose 'Applications' > 'Create App Integration' > 'SAML'.

3. Configure SAML Settings: Follow the setup wizard, input the ACS URL, and Entity ID from Screendesk.

Step 2: Configure Screendesk

1. Enter Okta SAML Details in Screendesk's SAML SSO settings, similar to the Google setup.

Troubleshooting

• Verify that the ACS URL and Entity ID in Okta match those provided by Screendesk.

Setting Up Custom SAML Providers

For custom SAML providers, the process involves similar steps. Ensure you have the ACS URL, Entity ID, and the IdP certificate from your custom provider to input into Screendesk's SAML settings.

Testing and Validation

After configuration, test the SSO login process:

1. Log out of Screendesk.

2. Access Screendesk: Attempt to log in via your IdP.

3. Verify Successful Login: Ensure that the SSO process completes without errors.

Troubleshooting

• If login fails, ensure the Entity ID and ACS URL in Google match those in Screendesk.

Required Data Attributes

For a successful integration and optimal user experience with SAML SSO, Screendesk requires the following user data attributes from the Identity Provider (IdP):

1. Email: The user's email address. It's used as the primary identifier for user accounts in Screendesk.

2. First Name: The user's first name.

3. Last Name: The user's last name.

These attributes are essential for account creation and management in Screendesk. Ensure that your IdP is configured to release these attributes to Screendesk during the SAML authentication process.

Creating end-user accounts

To add members, create accounts for them in your IdP. The first time a new member logs in to Screendesk via the IdP, a Screendesk account will be created for them via automatic IdP provisioning. The user will have access to organization resources as an organization member.

​Removing accounts

Removing a member from the IdP will prevent the user from being able to sign in to the corresponding Screendesk account, but will not remove the account from Screendesk. We advise also removing the account from the Screendesk account.

Controlling access

Once you have set up SAML SSO, the onus is on the IdP to control who can access your Screendesk account.