Record the screen in response

Weronika Masternak
3 min read
updated: Oct 29, 2020

There are customer cases that can be handled faster if you show a solution rather than describe it with just words.

The screen recording feature uses the built-in capabilities of your browser for screen sharing. So, you can record your screen to create a video response. This is very useful when you want to guide your customers and give them a step-by-step solution to any problems.

Only the screen image is captured during recording. No sound is included.
Only the screen image is captured during recording. No sound is included.

This feature is available in Team and Enterprise plans.

Start the recording

To start the recording, click the “Screen recording” button in the message options.

Start the screen recording.

Next, choose the screen that you want to capture during the recording, and click the “Share” button.

Select the screen to record.

Different screen recording options may be available depending on the browser you’re using. Remember to give your browser permission to use screen recording on your computer. If you are not sure about these settings in your case, check out your system preferences.
Different screen recording options may be available depending on the browser you’re using. Remember to give your browser permission to use screen recording on your computer. If you are not sure about these settings in your case, check out your system preferences.

You’ll automatically be moved to the place where you want to make the recording. Take your time and record what you need to solve the customer case.

Capturing the screen during recording.

When you’re done, stop the recording by clicking the “Stop” button in the tab.

Stop recording the screen by clicking the ‘Stop’ button in the tab.

You can also stop the video recording directly in HelpDesk.

Stop recording the screen directly in HelpDesk.

Your screen recording can last up to 10 minutes.
Your screen recording can last up to 10 minutes.

Now, when it comes to the recorded video:

  • If you stop the recording with an open ticket view, your video will be added as a link to your message.
  • If you stop the recording on another page in HelpDesk, the link to the video will be copied to the clipboard. In the next step, you can simply paste the link in the relevant place in your message.
We store the recorded videos for 60 days.
We store the recorded videos for 60 days.

Stop the recording with an open ticket view

Go to your HelpDesk. Here, you’ll see notifications about the status of your screen recording. If it’s successful, a link to the video will be added in the message.

The screen recording upload in progress.

The screen recording is ready. The video link is in the message.

Stop the recording on another page in HelpDesk

If you’re in a different view in HelpDesk and you’re not in the open ticket, the link to the screencast will be provided either through the clipboard, if possible, or through a direct link in the toast message.

Stop the recording on another page in HelpDesk. Link to the video is copied to clipboard.

Video editing

Click on the link with the video to edit it.

Edit button in the screen recording.

You can change the video URL and the displayed text to naturally insert it into the context of the message.

Editing options for screen recording.

Video verification

You can verify exactly what you captured in the recording before sending it to the customer. To do so, click on the link that was generated in the message to see the details.

Screen recording and the video URL.

Click on the exact URL, and you’ll be moved to a new tab with your video.

Screen recording and checking the captured moment in the video

Use the “Play/Pause” button to watch the video.

You can also download the video. Click on the “Download video” button to do so.

Screen recording and video downloading.

Recording limitations

At the moment, screen recording isn’t available for Safari and older versions of the Edge browser. The mobile version for this feature is also under development.

It doesn’t change the fact that the created video can be viewed on any hardware or browser.

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