Live video calls for customer support
Start a call from the ticket and send a link. Customers join from their browser and share their screen, and the call is recorded and transcribed for your team.
Trusted by support teams from startups to enterprises
Troubleshoot a support ticket on a live video call
Use a live call when a recording leaves questions that are easier to work through together.
Invite the customer
Start a call from your helpdesk and share the browser join link in the support conversation.
See the issue together
Ask the customer to share their screen and reproduce the issue while your agent talks them through the next step.
Keep the follow-up clear
When recording is enabled, use the replay and available transcript to share context with the next teammate.
Customers grant their browser permission to use their camera, microphone, or screen. Screen sharing lets your team see the customer’s screen; it does not give the agent remote control. Video calls and transcripts are available on Pro and Enterprise.
Start a video call · Screen sharing and co-browsing · Compare plans
Every call becomes a resource. A recording, a transcript, and a recap, saved after the call.
Join from a link
No downloads or accounts. Guests can check their camera, mic, and connection before they join.
Transcribed and summarized
Get an overview, topics with timestamps, and action items with owners when the call ends.
Calls that respect the customer. You decide how calls are recorded and how guests join.
Recording on your terms. Start recording by hand, or automatically when the first or second participant joins.
Start from your helpdesk. Create a call from Zendesk, Intercom, Help Scout, Freshdesk, or HubSpot.
Live transcript. Follow along while you talk, and search everything that was said later.
Action items, with owners. The AI recap lists what was agreed and who owns each next step.
Guests join the way you want. Choose whether guests join muted or with their camera off, and let them choose whether to be recorded.
Or book a time. Share a booking page and route each call to the next available teammate.
Works better together. Video calls is one part of the Screendesk platform.
Questions about video calls
Do customers need to install anything to join?
No. Customers join from a link in their browser, with an optional camera, microphone, and connection check before the call.
Can calls be recorded?
Yes. Recording can start manually or automatically when the first or second participant joins. You can show a recording notice, or let guests join without being recorded.
Are calls transcribed?
Yes. Turn on transcription to get a live transcript and, after the call, an AI recap with an overview, topics with timestamps, and action items.
Can I start a call from my helpdesk?
Yes. Calls can be created from Zendesk, Intercom, Help Scout, Freshdesk, and HubSpot, and through the Screendesk API.
Can customers book a call in advance?
Yes. Booking pages let customers pick a time, and round robin assigns each call to the next available teammate.
Screendesk has significantly improved our troubleshooting resolution times. Our support specialists also actively request recordings for complex issues.