Telecommunications
Customers film their router, cabling, or signal 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 in one reply.
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Customers show the lights on their equipment instead of describing them, so agents know where to look first.
See the equipment, the cabling, and the lights before you book an engineer, so visits go to the faults that need them.
Videos stay on the ticket, ready for field teams, network operations, and follow-ups.
See the router lights and where the equipment sits before you troubleshoot the line.
Watch how the equipment is connected, or jump on a live call to guide the install.
Customers show the signal bars and where they lose coverage, room by room.
See the exact screen and error message when a new line won’t activate.
Customers record their account page when a charge or plan change doesn’t look right.
Users record their screen when the self-service app fails, with the error on video.
Send a recording link from the ticket. Customers record their router, cabling, or signal with their phone’s camera in the browser, and the video comes back to the conversation.
Learn moreStart a call from the ticket. Customers join from their phone and point the camera at the equipment while you walk them through each step.
Learn moreRecord a walkthrough for each router model once, and reuse it in replies, help articles, and onboarding emails.
Learn moreNo. 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.
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.
Yes. Use your helpdesk’s triggers and workflows to send a recording request when a ticket is tagged as an outage, an installation, or a signal problem.
Yes. Each video has a share link, and you can choose whether anyone with the link or only your workspace can open it.
Yes. Start a video call from the ticket, or share a booking page so customers can pick a time with the next available teammate.
AI
AI summarizes what the customer showed and said, so agents know which lights were on at a glance.
Every video is transcribed, so agents can skim what was said instead of replaying it.
On Zendesk, AI Resolve posts a private note with what happened and what to do next, for your agent to review.
Request a screen recording from your helpdesk and get the steps, logs, and context behind every issue.
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