Screen recordings for customer support
Send a recording link from your helpdesk. Customers record their screen in the browser, with nothing to install, and the video comes back with the context your team needs.
Trusted by support teams from startups to enterprises
How to request a customer screen recording
Keep the recording request and the customer’s response in the same support conversation.
Send a recording request
Open Screendesk in your helpdesk and send the customer a recording link tied to the ticket or conversation.
Let the customer show the issue
The customer opens the link, chooses a screen, window, or tab in their desktop browser, reproduces the issue, and submits the recording.
Review and hand off the evidence
Watch the recording from the ticket. Use the available transcript and technical context to investigate, or share the report with engineering.
Desktop browser screen capture requires the customer’s sharing permission. Mobile customers use their camera. Console and network logs need the relevant capture setup and a plan that includes developer tools; a link alone cannot capture logs from arbitrary apps.
Recording setup guide · Developer tools requirements · Screendesk vs Birdie.so · Screendesk vs Jam.dev · Filled bug report examples · Plans and feature availability
Never explain another bug. Every recording arrives with the details engineers ask for.
Technical context when you need it
Browser and device details come with recordings. Add the capture setup for console logs and network requests on your web app.
Get to the cause faster
When AI processing is enabled, eligible recordings include a summary and reproduction steps for your team to review.
Easy for customers. Safe for your team.
Record with or without a camera. Customers pick audio, no audio, or their webcam. On mobile, they record with the front or back camera.
Sensitive data blurred. Choose the fields to blur on your web app, like card numbers and personal details.
Your brand on the recorder. Add your logo and accent color, or remove Screendesk branding entirely.
Guide customers before they record. Show a short step-by-step flow, with text and images, before the recorder starts.
Transcripts & summaries. Eligible recordings are transcribed and summarized when AI processing is enabled.
Privacy consent. Ask customers to accept your privacy terms before the recorder opens.
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.
Works better together. Screen recordings is one part of the Screendesk platform.
Questions about screen recordings
Do customers need to install anything?
No. Customers open the recording link in their browser and record from there. On mobile, where browsers can’t record the screen, they record a video with the front or back camera.
What does a recording capture?
The video and optional audio, plus browser and device details. Capturing console logs and network requests on your web app requires the relevant capture setup, such as the Screendesk snippet, and a plan that includes developer tools. Mobile camera videos do not include another app’s browser logs.
Can we hide sensitive information?
Yes. Add CSS selectors for the fields to blur on your web app, and customers can blur and unblur while they record. You can also require a privacy consent before the recorder opens.
Can we customize the recorder?
Yes. Add your logo and accent color, require an email or title, turn off the countdown, and add a guided flow before recording starts. White-label removes Screendesk branding.
Which helpdesks does it work with?
Zendesk, Intercom, Help Scout, Freshdesk, Freshchat, and HubSpot. Recordings appear in the ticket or conversation they were requested from.
Screendesk has significantly improved our troubleshooting resolution times. Our support specialists also actively request recordings for complex issues.