Build a video knowledge base for support
Record a walkthrough once, save it to your library, and insert it in any Zendesk, Intercom, or Help Scout reply.
Trusted by support teams from startups to enterprises
Build a video knowledge base from reusable walkthroughs
Keep useful explanations in your library, then share them in support replies and help articles.
Create a useful walkthrough
Record a common task or upload an existing video. Keep each walkthrough focused on one customer question.
Add it to your video library
Give the video a clear title and save it to the shared library so teammates can find and reuse it.
Share it where customers need it
Insert the video in a helpdesk reply or embed it in a help article alongside the written instructions.
The video library complements your existing help center. Review walkthroughs when your product changes, and keep written instructions alongside videos. Workspace permissions control who can manage shared library content.
Add videos to the library · Share videos from your helpdesk · Build a video knowledge base · Record a walkthrough
Share your recordings everywhere. In tickets, help centers, and product docs.
Embed in your docs
Add videos to help articles and documentation for visual, step-by-step guidance.
Upload your own videos
Add videos you already have to the library, and share them like any recording.
Videos that get watched. Edit, organize, and follow up on every video you send.
Record with your webcam on. Record your screen for a customer and keep your webcam on for a more personal touch.
Know when it’s watched. Get an email the first time a customer opens a video you sent.
Add a call-to-action. Trim the video, pick a thumbnail, and place a button over it.
See what gets watched. View counts and a Seen by list show which videos actually help.
Folders for every team. Keep folders public or private, pin the ones you use most, and move videos in bulk.
Shared the way you choose. Share with anyone who has the link, or only with your workspace.
Works better together. Video library is one part of the Screendesk platform.
Questions about video library
How do I add a video to the library?
Record a video for a customer, or upload one, then choose Add to library. Videos can be organized in public or private folders.
Can I use library videos in my helpdesk?
Yes. The Zendesk, Intercom, and Help Scout apps include a searchable library panel for inserting videos into replies.
Can I edit a video after recording?
Yes. Trim and cut the recording, change the thumbnail, and add a call-to-action button with its own text, link, color, and timing.
Can I see who watched a video?
Yes. Each video shows its view count and a Seen by list, and you can get an email the first time a sent video is viewed.
Can I embed videos in my help center?
Yes. Videos can be embedded in help articles and docs, or shared with a link.
Screendesk has significantly improved our troubleshooting resolution times. Our support specialists also actively request recordings for complex issues.