Loopa support
Screen recordings
Let buyers film the item from their phone
Send a recording link from the ticket. Buyers record with their phone’s camera in the browser, sellers record their screen, and the video comes back to the conversation.
Learn moreMarketplaces
Settle disputes with the evidence in the ticket
Buyers film the item and sellers record their listing, from any phone or browser, with no app to install. The video, transcript, and AI summary land in the ticket, so your team can decide fairly.
Trusted by support teams from startups to enterprises
Build trust between buyers and sellers. Clear evidence, fair decisions.
Resolve disputes in one reply
Buyers show the item instead of describing it, so agents can compare it with the listing straight away.
See the item, not just the photos
A short video shows condition, size, and wear from every angle, so you can compare it with the listing fairly.
Keep claims documented
Videos stay on the ticket, ready to share with the other party and your trust and safety 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 marketplace teams get every day. From the listing to the doorstep.
Buyer and seller disputes
Collect a video from each side, so decisions rest on what the item really looks like.
Item not as described
See condition, size, and wear on video before you approve a refund or a return.
Listing tool bugs
Sellers record their screen when a listing won’t publish, with the error on video.
Verification uploads
See where users get stuck when an ID or document upload fails.
Payments and payouts
Sellers show what they see on their payout page before you change anything.
Fraud and safety reports
Users record suspicious messages or listings, so your trust team sees the full context.
Chrome extension
Report listing bugs internally in one click
Your team records a tab, takes a screenshot, or saves an instant replay of the last two minutes, with logs attached.
Learn moreAutomations
Request videos as soon as a dispute opens
Use your helpdesk’s triggers to send a recording request when a ticket is tagged as a dispute, and route new videos to the right team.
Learn morePart of the Screendesk platform. Recordings, live calls, and AI, connected to the tools you already use.
Questions from marketplace teams
Do buyers and sellers need to download an app?
No. They 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 share a video with the other party?
Yes. Each video has a share link, and you can choose whether anyone with the link or only your workspace can open it.
Can we hide personal details in recordings?
Yes. Blur sensitive fields with CSS selectors and require privacy consent before recording. Recordings can be stored in the US or Europe.
Can we request videos automatically?
Yes. Use your helpdesk’s triggers and workflows to send a recording request when a ticket is tagged as a dispute or a not-as-described claim.
AI
Smarter support, powered by AI. Every video arrives explained.
Understand every video instantly
AI summarizes what the buyer or seller 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.