Front screen recording for customer support
Request a screen recording from the Front sidebar. The link goes into your reply, and the recording comes back to the same conversation.
Front
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How to collect a customer recording in Front
Use a recording request when a customer’s email or chat needs visual evidence, such as a failing export or an unexpected error.
Connect Front once
A Screendesk admin clicks Connect on the Front card in Settings › Integrations, approves Screendesk in Front, and enables the app in Front’s App Store. Teammates join the Screendesk workspace with the email they use in Front.
Request the customer’s evidence
Open Screendesk in the conversation sidebar and click Request a recording. The link goes into your reply. The customer records in the browser, with nothing to install and no account; on mobile they use the phone camera.
Review the recording in the conversation
The recording comes back as an internal comment with the link attached, and the conversation is tagged. From the same sidebar you can record a response, send a library video, start a video call or send a booking link.
Front remains the system of record. Screendesk posts in the shared inboxes of the Front workspaces you approve. Video calls and AI resolution are available on Pro and Enterprise; AI resolution needs its own setup, and AI output can be inaccurate, so check it before replying. Console and network logs are included on every plan and require the Screendesk snippet on your web app. Agents need a Screendesk seat; customers never need an account.
Front setup guide · Front in conversations · AI resolution · Plans and feature availability
Before you add Screendesk to Front
What can the Front app access?
Screendesk works in the shared inboxes of the Front workspaces an admin approves when connecting. It writes the recording link into your reply, and adds internal comments, links and tags to the conversations it works in. AI resolution reads the conversation’s messages when it investigates, and the optional solved-ticket import reads archived conversations. The Front setup guide explains each step; see also the privacy policy and security.
Where does AI come in, and can it be wrong?
AI writes each recording’s title and summary. With AI resolution turned on, Screendesk investigates a conversation that has a recording and posts what it found as an internal comment, with a suggested reply the agent can add or ignore. It never replies to the customer on its own. AI output can be inaccurate, so check it before replying. Screendesk doesn’t use your data to train AI models; our AI providers are listed on the subprocessors page.
What does it cost?
The Front app is included in every Screendesk plan, including the free plan. Video calls and AI resolution are available on Pro and Enterprise; see pricing. Agents need a Screendesk seat. Customers never need an account.
How do I get help?
Email support@screendesk.io or use the contact form. To remove the app, disconnect Front in Screendesk (Settings › Integrations) and disable the app in Front’s App Store.
It all starts with a recording request. Request a screen recording from any Front conversation.
Connect FrontFrom the sidebar
Open Screendesk beside a conversation and click Request a recording. The link goes into your reply.
Back in the same conversation
When the customer records, the recording comes back as an internal comment, with the link attached and a tag.
With AI resolution
Screendesk investigates the recording and posts what it found as an internal comment, with a suggested reply in the sidebar.
One video platform for every customer-facing team. Recordings, live calls, and AI, all inside Front.
Live video calls. Share a browser call link in Front 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.