Zendesk screen recording for customer support
Request screen recordings from Zendesk and see them directly in the ticket
Zendesk
Acme supportTrusted by support teams from startups to enterprises
How to collect a customer recording in Zendesk
Use a recording request when a customer’s description needs visual evidence, such as a failing export or an unexpected error.
Connect your workspace
Install the Screendesk app from the Zendesk Marketplace and connect your workspace from the ticket editor.
Request the customer’s evidence
Send a recording link from the ticket. The customer opens it in a desktop browser to capture a screen, window, or tab, or uses their phone camera on mobile.
Review the recording in context
Return to the ticket to review the submitted video. Share the available evidence with engineering or send a walkthrough for the next step.
Your helpdesk remains the system of record. Browser permissions are required for screen capture; mobile uses camera video. Console and network logs require capture setup and an eligible plan. AI Resolve private notes apply to eligible Zendesk tickets; they are separate from recording summaries.
Zendesk setup guide · Recording and log requirements · Live video support · Plans and feature availability
Before your first customer recording request
How does Zendesk screen capture work?
Send a recording link from Zendesk. A customer in a supported desktop browser chooses a screen, window, or tab, records the issue, and submits the video without creating a Screendesk account or installing the Chrome extension. Mobile requests use the phone camera; desktop screen capture and mobile camera recording are different flows.
Does every recording include console and network logs?
No. Logs require the supported capture setup and an eligible plan. Screen sharing alone does not expose the console or network traffic of any application on the screen. Check current plan availability and validate the returned context with a test issue.
Can I request recordings with Zendesk macros?
Yes. A macro can insert a recording request link tied to the ticket ID. Follow the Zendesk recording macro guide and verify the request and returned internal note on a test ticket before rollout.
Evaluating another recording tool? Compare Screendesk and Birdie.so by helpdesk workflow, technical context, pricing, and switching requirements.
It all starts with a recording request. Request a screen recording from any Zendesk workflow.
See on the Zendesk MarketplaceFrom a ticket
Ask for a screen recording from an existing ticket
From Answer Bot & triggers
Automatically request recordings based on triggers and conditions
From a ticket form
Let customers record their issue when submitting a ticket
One video platform for every customer-facing team. Recordings, live calls, and AI, all inside Zendesk.
Live video calls. Share a browser call link in Zendesk for live screen sharing when your plan includes calls.
Reply with a video. Record your own walkthrough or attach one from your library.
Scheduling. Send a booking link with round robin across your team.
Automations. Route new recordings, create issues, and trigger webhooks.
Transcripts & summaries. Eligible recordings and calls are transcribed and summarized when AI processing is enabled.
Sensitive data blurred. Choose the sensitive fields to blur on your web app; capture setup is required.
Context
See exactly what happened. Every recording includes the context behind the issue.
Resolve
Turn the recording into action. Fix it, escalate it, or ask AI.
Resolve directly
Understand the issue and fix it without back-and-forth.
Escalate when needed
Share a complete report engineering can act on.
Investigate with Screendesk MCP
Send the full context to Claude, ChatGPT, Cursor, and more. Find the root cause. Suggest a fix.
Screendesk has significantly improved our troubleshooting resolution times. Our support specialists also actively request recordings for complex issues.