Northvale patient support
Screen recordings
Let patients show you what they see
Send a recording link from the ticket. Patients record their screen in the browser, or film with their phone’s camera, and the recording comes back to the conversation.
Learn moreHealthcare
Help patients through your portal, the first time
Patients record what they see in your portal or app, with nothing to install. The recording, transcript, and technical details land in the ticket, so your team can help in one reply.
Trusted by support teams from startups to enterprises
Build calmer patient support. Fewer calls, faster answers, and clearer handoffs.
Resolve portal issues in one reply
Patients show what they see instead of describing it over the phone, so your team can help on the first reply.
See the error, not a description of it
Recordings made on your web portal come with console logs and network requests, captured while the patient records.
Hand off to the right team
The recording stays on the ticket, ready for your portal, billing, or scheduling team to pick up.
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 patient support teams get every day. From the login screen to the bill.
Portal login and access
Patients record the sign-in screen, so you can see the exact step where they get stuck.
Appointment booking
See what happens when a booking won’t go through, with the error and the request captured.
Telehealth app problems
Patients show what they see before a virtual visit, so you can fix camera or audio issues in time.
Device setup at home
Patients film a home device with their phone’s camera while you walk them through setup.
Forms and document uploads
Watch where an intake form or upload fails, without asking patients to describe it.
Billing and payment questions
See exactly what the patient sees on their statement or payment page before you reply.
Scheduling
Book a call when a patient needs more help
Share a booking page so patients can pick a time with the next available teammate, and join from their phone or browser.
Learn moreVideo library
Answer portal questions before they become tickets
Record a walkthrough of common tasks once, like booking or paying a bill, 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 patient support teams
Do patients need to download an app?
No. Patients open the recording link in their browser and record their screen, or film with their phone’s camera.
Can we keep sensitive information out of recordings?
Yes. Blur sensitive fields with CSS selectors, require privacy consent before recording, and keep recordings in the US or Europe.
Does it work with our helpdesk?
Yes. Screendesk works with Zendesk, Intercom, Help Scout, Freshdesk, Freshchat, and HubSpot. Your team sends the link from the ticket, and the recording comes back to it.
Can patients talk to us live?
Yes. Start a video call from the ticket, or share a booking page so patients can pick a time with the next available teammate.
Who can see the recordings?
Role-based permissions and private folders control access, and SAML SSO, SCIM, and audit logs are available on Enterprise plans.
AI
Smarter support, powered by AI. Every recording arrives explained.
Understand every recording instantly
AI summarizes what the patient showed and said, so your team knows what happened at a glance.
Transcripts without the rewatch
Every recording is transcribed, so your team 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 team to review.