Help Scout screen recording for customer support
Request a customer recording from Help Scout. Receive the link in email tickets, or ask chat customers to paste it into the conversation.
Help Scout
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How to collect a customer recording in Help Scout
Use a recording request when a customer’s description needs visual evidence, such as a failing export or an unexpected error.
Connect your workspace
Create a Help Scout custom app, select the mailboxes, finish installation in Screendesk, and authorize the connection.
Request the customer’s evidence
Send a recording link from the conversation. 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
For email conversations, the submitted recording URL is added to the ticket. In chat, ask the customer to paste the recording URL into the conversation; Help Scout does not add it automatically.
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.
Help Scout setup guide · Help Scout email and chat handoff · Recording and log requirements · Live video support · Plans and feature availability
Before your first customer recording request
Does the customer need an app to record for Help Scout?
Send a recording link from Help Scout. A customer in a supported desktop browser chooses a screen, window, or tab, records the issue, and submits the video without creating a Screendesk account or installing the Chrome extension. Mobile requests use the phone camera; desktop screen capture and mobile camera recording are different flows.
Does every recording include console and network logs?
No. Logs require the supported capture setup and an eligible plan. Screen sharing alone does not expose the console or network traffic of any application on the screen. Check current plan availability and validate the returned context with a test issue.
How does the recording return to Help Scout?
For email conversations, the submitted recording URL is added to the ticket. In chat, ask the customer to paste the recording URL back into the conversation; Help Scout does not add it automatically.
Evaluating another recording tool? Compare Screendesk and Birdie.so by helpdesk workflow, technical context, pricing, and switching requirements.
It all starts with a recording request. Request a screen recording from any Help Scout conversation.
Connect Help ScoutFrom a conversation
Ask for a screen recording from an existing conversation
From workflows
Add recording requests to your automated workflows
From a contact form
Let customers record their issue when they reach out
One video platform for every customer-facing team. Recordings, live calls, and AI, all inside Help Scout.
Live video calls. Share a browser call link in Help Scout 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.