Northfield support
Screen recordings
Let customers film the meter or boiler 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 moreUtilities
See the fault before you send an engineer
Customers film the boiler, meter, or fault code 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.
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Build better home energy support. Fewer engineer visits, faster fixes, and clearer records.
Fix more issues remotely
Customers show the fault code and the gauge instead of describing them, so agents can guide the fix on the first reply.
Check meters without a visit
See the meter, its serial number, and the reading on video before you correct a bill.
Keep every job documented
Videos stay on the ticket, ready for your engineers, billing team, and complaint reviews.
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 utility teams get every day. From the meter cupboard to the monthly bill.
Meter readings
Customers film the meter and its serial number, so you can confirm the reading.
Boiler and heating faults
See the fault code and the gauge, and walk customers through a reset before booking a visit.
Outages and supply issues
Customers show what’s off and what’s on, so you can tell a home fault from a network one.
Smart-meter and app issues
Customers record their screen when the app shows no data, or film the in-home display.
Billing questions
Watch what the customer sees on their bill or account before you change anything.
Installations and moves
Check where a new meter or charger will go, or confirm the readings on moving day.
Video library
Answer common questions before they become tickets
Record how to read a meter or reset a boiler once, and reuse it in replies and help articles.
Learn moreAutomations
Request videos automatically
Use your helpdesk’s triggers to send a recording request when a ticket is about a fault, a reading, or a bill dispute.
Learn morePart of the Screendesk platform. Recordings, live calls, and AI, connected to the tools you already use.
Questions from utility 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 a fault, a meter reading, or a billing dispute.
Can customers talk to us live?
Yes. Start a video call from the ticket, or share a booking page so customers can pick a time with the next available teammate.
How is customer data protected?
You can keep recordings in the US or Europe, and blur sensitive details. SAML SSO, SCIM, and audit logs help you control access.
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.