Intercom screen recording for customer support
Request screen recordings from Intercom and see them directly in the conversation
Intercom
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How to collect a customer recording in Intercom
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 Screendesk from the Intercom App Store, then connect it to your workspace and conversation sidebar.
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
Return to the conversation 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.
Intercom setup guide · 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 Intercom?
Send a recording link from Intercom. 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.
Can I request a recording from an Intercom workflow?
You can use recording requests in Intercom conversations and appropriate automated workflows. Follow the Intercom setup guide, then test your own Messenger and workflow entry points.
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 Intercom workflow.
See on the Intercom App StoreFrom a conversation
Ask for a screen recording from an existing conversation
From Fin & Workflows
Easily build automated recording requests with Fin or Workflows
From the Messenger
Let customers record their issue directly in the Messenger
One video platform for every customer-facing team. Recordings, live calls, and AI, all inside Intercom.
Live video calls. Share a browser call link in Intercom 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.