Forkful support
Screen recordings
Let customers film the order from their phone
Send a recording link from the ticket. Customers record with their phone’s camera in the browser, and the video comes back to the conversation.
Learn moreFood delivery
See the spilled order before you refund it
Customers film the order from their phone, with no app to install. The video, transcript, and AI summary land in the ticket, so your team can resolve it in one reply.
Trusted by support teams from startups to enterprises
Build better order support. Fewer disputes, faster refunds, and clearer feedback for restaurants.
Resolve order issues in one reply
Customers show the order instead of describing it, so agents can act on the first reply.
Check the order before refunding
See what arrived, and how it was packed, before you approve a refund or a redelivery.
Give restaurants clear feedback
Videos stay on the ticket, ready to share with the restaurant or the courier team.
Key metrics that matter. What teams see after adding video to support.
- customer satisfaction
- 17%
- first contact resolution
- 53%
- replies per resolution
- −26%
- saved per agent/day
- 1 hour
Built for the requests delivery teams get every day. From the restaurant to the doorstep.
Wrong or missing items
Customers show what’s in the bag against the receipt, so you refund the right items.
Spilled or damaged orders
See the spill and the packaging before you approve a refund or a redelivery.
Refund requests
Decide on refunds from a short video instead of a long back-and-forth.
Restaurant tablet issues
Restaurants record their screen when orders don’t come through or a menu won’t update.
Courier app problems
Couriers record the app when a pickup, a route, or a delivery confirmation fails.
Late or cold deliveries
Customers show the order on arrival, so you can follow up with the restaurant or courier.
Video calls
Help restaurant partners, live
Start a call from the ticket. Restaurant staff share their tablet screen, and you walk them through the fix during service.
Learn moreVideo library
Answer partner questions before they become tickets
Record how to update a menu or confirm a pickup once, and reuse it in replies and help articles.
Learn morePart of the Screendesk platform. Recordings, live calls, and AI, connected to the tools you already use.
Questions from food delivery teams
Do customers need to download an app?
No. Customers open the recording link in their phone’s browser and record with the front or back camera. On a computer, they can record their screen instead.
Does it work with our helpdesk?
Yes. Screendesk works with Zendesk, Intercom, Help Scout, Freshdesk, Freshchat, and HubSpot. Agents send the link from the ticket, and the video comes back to it.
Can we request videos automatically?
Yes. Use your helpdesk’s triggers and workflows to send a recording request when a ticket is tagged as missing, spilled, or wrong.
Can we share videos with restaurants?
Yes. Each video has a share link, and you can choose whether anyone with the link or only your workspace can open it.
Can restaurant partners talk to us live?
Yes. Start a video call from the ticket, or share a booking page so partners can pick a time with the next available teammate.
AI
Smarter support, powered by AI. Every video arrives explained.
Understand every video instantly
AI summarizes what the customer showed and said, so agents know what happened at a glance.
Transcripts without the rewatch
Every video is transcribed, so agents can skim what was said instead of replaying it.
A suggested next step on the ticket
On Zendesk, AI Resolve posts a private note with what happened and what to do next, for your agent to review.