Gorgias screen recording for ecommerce support
Ask a shopper for a video from any Gorgias ticket. The link goes into your reply, and the recording comes back to the same ticket as an internal note. Screendesk for Gorgias is in early access.
Gorgias
Acme supportHow to get a video from a shopper in Gorgias
Use a recording request when a ticket needs visual evidence: a damaged order, a product that won’t set up, or a checkout that fails.
Connect Gorgias once
A Screendesk admin enters your Gorgias address in Settings › Integrations and approves Screendesk in Gorgias. Screendesk adds its widget to the ticket sidebar and a macro, “Screendesk: request a screen recording”, to your helpdesk.
Ask the shopper for a video
Apply the macro to your reply, or open Request or send a recording from the Screendesk widget. The shopper opens the link and records in the browser, with nothing to install and no account. On a phone they film the problem with the camera; on a computer they record their screen.
Review it on the ticket
The recording comes back as an internal note on the same ticket, and the ticket is tagged. With AI resolution on, Screendesk investigates the ticket and adds what it found as another internal note, for your agent to check before replying.
Gorgias remains the system of record. Screendesk for Gorgias is in early access: contact our team to get it for your helpdesk. Screendesk adds internal notes and tags only to the tickets it works on, and disconnecting removes its widget and macro from your helpdesk. Video calls and AI resolution are available on Pro and Enterprise; AI output can be inaccurate, so check it before replying. Agents need a Screendesk seat; shoppers never need an account.
Request early access · Video support for retail & ecommerce · Screen recordings · AI resolution · Security
Before you add Screendesk to Gorgias
How does it connect?
A Screendesk admin enters your Gorgias address in Settings › Integrations and approves Screendesk in Gorgias, with Gorgias’s own sign-in. Screendesk then adds three things to your helpdesk: a widget in the ticket sidebar, the HTTP integration that fills it, and a macro, “Screendesk: request a screen recording”. Disconnecting removes all three.
What can Screendesk access in Gorgias?
It reads the tickets it works on and their messages, adds internal notes and tags to them, and fills the widget with the customer’s recordings when Gorgias asks for them. Notes are posted as the admin who connected the app. Optionally, Screendesk can learn from your closed tickets for AI resolution. See security and the privacy policy.
Does the shopper need an account or an app?
No. The shopper opens the link from your reply and records in the browser: on a phone they film the problem with the camera, on a computer they record their screen. There is no account to create and nothing to install.
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 ticket that has a recording and adds what it found as an internal note. It never replies to the shopper 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.
How do I get it?
Screendesk for Gorgias is in early access and is not in Gorgias’s App Store yet. Use the contact form or book a demo to request early access for your helpdesk.
It all starts with a recording request. Ask for a video from any Gorgias ticket.
Request early accessFrom a macro
Apply the Screendesk macro to your reply. It adds a recording link made for this ticket and tags the ticket.
Back on the same ticket
When the shopper records, the recording comes back as an internal note on the ticket, and the ticket is tagged.
In the ticket sidebar
The Screendesk widget lists the customer’s recordings and opens Screendesk for this ticket: request a recording, record a response, start a video call or send a library video.
One video platform for every customer-facing team. Recordings, video calls, booking links and library videos start from the Gorgias ticket. The rest runs in your Screendesk workspace.
Live video calls. Share a browser call link in Gorgias 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.