How it works

Mary, The Agent

Mary Stevens

The Agent

The agent receives a cryptic support ticket

Mary thinks a quick screen recording will clear things up.
Mary, The Agennt

Mary Stevens

The Agent

Mary requests a screen recording

Mary does not understand the customers (John) issue so she sends a screen recording request

Mary, The Agennt

John Ryan

The Customer

A screen recording request email is sent to the customer

John receives an email with a link to record a screen recording

Mary, The Agennt

John Ryan

The Customer

Customer records a screencast

Customer records their screen and demonstrates their issue.

Mary, The Agennt

Mary Stevens

The Agent

Screen recording is instantly available in zendesk

Mary can view the screencast directly from ticket page in zendesk

Mary, The Agennt

Mary Stevens

The Agent

Mary now understands the issue

Mary has now watched the screen recording, understands the issue and can close the ticket!

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