Ask customers to show you the issue on desktop, browser, or mobile
Built for and support teams. Send a screen recording link from Freshdesk and get the video and context back in the ticket.
Freshdesk
Acme supportTrusted by support teams from startups to enterprises
How to collect a customer recording in Freshdesk
Use a recording request when a customer’s description needs visual evidence, such as a failing export or an unexpected error.
Connect your workspace
Install the Freshdesk app and connect it using your Freshdesk domain and API key, following the setup guide.
Request the customer’s evidence
Send a recording link from the ticket. The customer opens it in a desktop browser to capture a screen, window, or tab, or uses their phone camera on mobile.
Review the recording in context
Return to the ticket to review the submitted video. Share the available evidence with engineering or send a walkthrough for the next step.
Your helpdesk remains the system of record. Browser permissions are required for screen capture; mobile uses camera video. Console and network logs require capture setup and an eligible plan. AI Resolve private notes apply to eligible Zendesk tickets; they are separate from recording summaries.
Freshdesk setup guide · Recording and log requirements · Live video support · Plans and feature availability
It all starts with a recording request. Request a screen recording from tickets, email replies, and automations.
See on the Freshworks MarketplaceFrom a ticket
Ask for a screen recording without leaving the ticket
From automations
Request recordings based on ticket properties or customer actions
From a ticket form
Let customers record their issue when submitting a ticket
One video platform for every customer-facing team. Recordings, live calls, and AI, all inside Freshdesk.
Live video calls. Share a browser call link in Freshdesk for live screen sharing when your plan includes calls.
Reply with a video. Record your own walkthrough or attach one from your library.
Scheduling. Send a booking link with round robin across your team.
Automations. Route new recordings, create issues, and trigger webhooks.
Transcripts & summaries. Eligible recordings and calls are transcribed and summarized when AI processing is enabled.
Sensitive data blurred. Choose the sensitive fields to blur on your web app; capture setup is required.
Context
See exactly what happened. Every recording includes the context behind the issue.
Resolve
Turn the recording into action. Fix it, escalate it, or ask AI.
Resolve directly
Understand the issue and fix it without back-and-forth.
Escalate when needed
Share a complete report engineering can act on.
Investigate with Screendesk MCP
Send the full context to Claude, ChatGPT, Cursor, and more. Find the root cause. Suggest a fix.
Screendesk has significantly improved our troubleshooting resolution times. Our support specialists also actively request recordings for complex issues.