Brightline support
Screen recordings
Let operators film the machine from their phone
Send a recording link from the ticket. Operators record with their phone’s camera in the browser, and the video comes back to the conversation.
Learn moreManufacturing
See the machine fault before you send a technician
Operators film the problem from their phone, with no app to install. The video, transcript, and AI summary land in the ticket, so your team can diagnose it remotely.
Trusted by support teams from startups to enterprises
Build better equipment support. Fewer site visits, faster fixes, and clearer records.
Diagnose faults remotely
Operators show the machine instead of describing it, so your team can troubleshoot on the first reply.
Send the right part the first time
See the worn or broken component on video before you ship a replacement or book a technician.
Keep a record of every fault
Videos stay on the ticket, ready for warranty reviews, quality reports, and your engineering 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 equipment teams get every day. From the factory floor to the field.
Equipment faults
See the error code, the noise, or the jam on video, and troubleshoot before anyone travels.
Spare parts
Customers show the worn part and its label, so you order the right replacement.
Installation and setup
Watch the installation step by step, or join a live call to guide the crew.
Field technicians
Technicians record what they find on site and share it with your engineers in the ticket.
Quality and defect reports
Collect a video of each defect for your quality team and supplier follow-ups.
Warranty claims
Keep a video of the fault on the ticket for your warranty and service records.
Video calls
Guide repairs live
Start a call from the ticket. The technician points their phone at the machine, and your engineer walks them through the fix.
Learn moreVideo library
Turn common fixes into self-service
Record a maintenance walkthrough once and reuse it in replies, manuals, and your help center.
Learn morePart of the Screendesk platform. Recordings, live calls, and AI, connected to the tools you already use.
Questions from manufacturing teams
Do operators need to download an app?
No. Operators 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 our technicians join a live call from the site?
Yes. Start a video call from the ticket. The technician joins from their phone and shows you the equipment while your engineer guides them.
Can we share videos with our engineering team or suppliers?
Yes. Each video has a share link, and you can choose whether anyone with the link or only your workspace can open it.
Where are videos stored?
You can keep recordings in the US or Europe. SAML SSO, SCIM, and audit logs help you control who can access them.
AI
Smarter support, powered by AI. Every video arrives explained.
Understand every video instantly
AI summarizes what the operator showed and said, so engineers know what happened at a glance.
Transcripts without the rewatch
Every video 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 agent to review.