Forums/Product news and updates/Release notes

Introducing Screencasting for Zendesk Tickets and Forums

Ben Rohrs
posted this on June 13, 2012 16:25

 

We are excited to announce our newest feature: Screencasting for Zendesk! This feature will allow you and your customers to communicate more effectively on issues and provides a powerful communication tool for your forums.

How does this work?

Zendesk has seamlessly integrated with Screenr to provide native screencasting capabilities for three functions: Tickets, Feedback Tab and Forums. I'll provide a quick overview here, but if you need more details on how to enable and use screencasting in your help desk, please check out our user guide.

Screencast: https://zendesk2.viewscreencasts.com/embed/9e7a0570525c323f4d81c2a3...

 

Once enabled for both Tickets and Feedback Tab, your customers will see a link to launch a recording of their screen. They can configure the area of the screencast, video duration, and even record their voice to provide verbal details. Once your customer has created a screencast, they can preview the recording and upload the video to the ticket, which will appear in a ticket comment. This functionality is identical for Agents.

Screencasting for Forums allows an agent to record a screencast when creating/editing an article or when posting a comment. Once recorded, this screencast will appear as a preview in the article text and can be moved around the article.

Benefits and Uses

There are numerous benefits for this feature, but some of the highlights include:

  • reduce the number of ticket interactions explaining an issue
  • visually see the customer's experience from their computer
  • quickly demonstrate how to navigate in your product to a particular setting
  • capture dynamic interactions for demos in your forums

Availability

Screencasting for Tickets and Feedback Tab is free for all Plus+ and Enterprise customers. If you'd like to use Screencasting for Forums, you'll need to upgrade the Screenr account linked to your Zendesk. This can be done from Zendesk and costs $49/month or $499/year. If you are an Enterprise customer and using our Multi-brand solution, please contact our support for special pricing on Screenr for Forums.

Getting Started and Learn More

Enabling Screencasting for your help desk is easy to do and can be a powerful tool for both your customers and agents. To get started, please visit our user guide for more information.

 

Comments

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Joshua Borders
contentanalyst

User Guide link does not work.

June 26, 2012 13:15
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Ben Rohrs
Product Manager

@Joshua: Looks like a timing issue with publishing the articles. The link is working now

June 26, 2012 13:56
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Joshua Borders
contentanalyst

Great! Thanks. I saw the announcement and ran right over.

June 26, 2012 14:02
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community engine

@Ben, the thing I noticed in your embedded video was that there was a "Screen optimization" field on your forum article. As a Plus customer, is this field available to me for my forum articles?

June 26, 2012 21:32
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Wim Casier
yesplan

Hi, 

If we want to use screencasts in forums, can we edit the screencast before posting?

thx,

wim

June 27, 2012 07:02
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Ben Rohrs
Product Manager

@community engine: this is something we're testing internally and is not generally available yet

@ Wim: unfortunately at this time there isn't the ability to edit screencasts

June 27, 2012 08:49
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Joe Pacilio
emergingsoft

Is there a certain Screenr account level necessary to enable this behavior?  Will it work with a Standard account?

-- Thanks

June 27, 2012 11:41
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Eric Chernuka
calgaryscientific

Anyone else experiencing the java applet crashing on OSX 10.7.4? Happens on Chrome and Safari. It doesn't actually allow me to record its on initial startup it crashes.

June 27, 2012 12:22
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Gregg
xtraction

I love this idea and the fact that it is included in, at least some, Zendesk plans.  I see from the Screenr site that their paid plans include limits to the number of screencasts they store (from 1000 up to 7,500).  Do these limits apply to the videos attached to Zendesk tickets?  On one hand, I'd hate to have an important video attachment to a ticket "break" because they deleted the video, but at the same time, I can appreciate the unnecessary cost of Screenr storing a video associated with a 5 year old ticket that will never be used again.

June 27, 2012 12:30
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Ben Rohrs
Product Manager

@Joe: There is no need to have a Screenr account for this integration since you can create a free Screenr account from Zendesk that will provide this functionality

@Eric: I'm using the setup you are and am not experiencing issues. Do you mind creating a ticket with our Support so we can help troubleshoot the issue?

@Gregg: Zendesk has negotiated a special agreement with Screenr for these accounts that does not impose a limit on the number of screencasts

June 27, 2012 14:00
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Chris

Just a thought: how about integration of a (static) screen capture tool like Snagit?

June 27, 2012 15:10
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community engine

@Ben: Thanks, looking forward to that feature.

 

Also +1 to the screenshot suggestion by Chris. That would be ultra useful, moreso than video uploads as it means the users data connection usage is less for uploading a screenshot rather than a video.

June 27, 2012 15:43
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Chan Wai Yin
beecrazy

I have set the screencast on Zendesk, but why it seems taking so long for loading it?

I have been waiting it for almost half an hour and still showing loading screen recorder...

Do I need to set anything before using it?

 

Thank you.

June 27, 2012 20:16
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community engine

@Ben: Just wondering, is it possible for us to customise the text (when in the feedback tab) where it says:


"Screencast(s)"

"Record screencast"

to something more end-user/customer friendly like:

"Capture video of your screen"? Or at least have a "Whats this" link next to the word "Screencast(s)" where it explains to the user what a Screencast is, rather than leaving it to them to figure it out.

June 27, 2012 21:05
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Björn Bauer
cmmarketing

Hi there!

Great feature, I think this will really boost the level of service we can offer.

One thing I'd like to see is, that the screencast is shown as a video and instead of a link.

Is this something you've thought about?

Cheers,
Björn 

June 28, 2012 02:18
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Larry Deckel
Business Hours beta testers

Love this new feature and its nicely implemented.  I ditto the requests above for also adding a static screen capture like jing so users can easily just to a .jpg or .png file and attach.  (Granted - they could do this as a video - but it takes more time and bandwidth).   Having both is the way to go!

Appreciate that this is free for tickets -- though it seems a bit odd that its a premium feature for forums.

Also -- is there any no limit on the length of the videos? 

Any way to control the naming of the videos? (As opposed to their automatically being named screen cast 1).

Thanks Zendesk!

June 28, 2012 16:56
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Ben Rohrs
Product Manager

@Chris: Unfortunately Screenr doesn't support screen grabs

@Chan: You might be having a Java issues, Apple (and others) has pushed out numerous release recently. Try restarting your browser, and if this doesn't fix the issue please create a ticket.

@communityengine: We'll be soon rolling out a change to the wording "Record screencast" to something more intuitive.

@Bjorn: we found that most ticket screencasts are created at high resolution, so showing it as a video would be too low of resolution

@Larry: videos are limited to 2 minutes, unless you upgrade your Screenr account. We've automated the naming of screencasts, so unfortunately you can't modify these.

June 28, 2012 19:34
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Björn Bauer
cmmarketing

Hey Ben!

Just to get it right:

"videos are limited to 2 minutes, unless you upgrade your Screenr account."

Does this also apply for the Enterprise Plan?

Cheers,
Björn 

June 28, 2012 23:54
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Ben Rohrs
Product Manager

@Bjorn: Yes, this limit applies to both Plus+ and Enterprise customers

June 29, 2012 08:19
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Gary Lavin
ceojuice

Love this! Coolest new feature I have seen in a long time, takes seconds to record and upload.

June 29, 2012 08:33
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Ian christie
moneydashboardsupport

 Are these screencasts secure? Are they encrypted, who can access them etc?

 

 

 

July 10, 2012 03:15
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Ian christie
moneydashboardsupport

I should maybe add I'm talking about the ticket screencasts, not the forum screencasts.

July 10, 2012 03:24
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Ben Rohrs
Product Manager

@Ian: Screenr uses SSL encryption anytime screencasts are created or accessed, and does not cache the screencasts on their servers. Unfortunately at this time, Screenr does not support encryption of these files at rest. To allow the screencasts to be shared with end-users over email, the links are accessible to anyone who has the link. Each screencast URL includes a unique 32-bit string to deter them from being guessed.

July 10, 2012 08:13
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Ian christie
moneydashboardsupport

Thanks Ben, that's the info I was looking for.

July 10, 2012 08:19
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Adie Hernandez
agencyrevolution

Great feature and suggestions everyone. The only issue I had with screenr is if you have two monitors and constantly have Zendesk opened in your secondary monitor you are not able to move the recorder to the second monitor. Also is there any way to see a history of your recordings? Would be nice to have this feature available in Zendesk.

July 10, 2012 09:39
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Gary Lavin
ceojuice

You can see all your history at https://ceojuice.viewscreencasts.com/LogOn?ReturnUrl=%2f# (replace ceojuice with your url)

July 10, 2012 09:50
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Adie Hernandez
agencyrevolution

Thanks Gary.

July 10, 2012 09:53
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Grant Ricker

What codecs are the videos encoded in? H.264 / webm? E.g. will they play as HTML5 videos without the need for flash?

Also the iPhone app when viewing tickets that have screencasts attached do not show, e.g. you cannot even see that the ticket has a video file it has no mention of it?

Being able to access your video library and create macros that include these screencasts would be very helpful, otherwise you have to create a new screencast for every ticket with the same issue. Is there an easy way from within Zendesk to access all the screencasts you have created?

Thanks 

July 10, 2012 17:17
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Ben Rohrs
Product Manager

@Ian, I apologize, I meant to write "Unfortunately at this time, Screenr does not support encryption of these files at rest." I realize this one word makes a big difference and wanted to clear this up. I've gone back and edited my original comment to make this more clear.

July 11, 2012 14:55
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Ben Rohrs
Product Manager

All: Just a quick note that the bug some IE7/8 users were experiencing was fixed by Screenr today. If you experience further issues please contact Support.

July 11, 2012 15:20
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Ben Rohrs
Product Manager

@Grant: A bit more info...the videos are stored as MP4s and can be viewed in Flash as well as other formats. As a result, Screenr can display videos for both the iPad and iPhone. As I mentioned before, we don't currently show a link to screencasts in the Zendesk iPhone app but hope to add this in our next release.

July 11, 2012 16:18
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Grant Ricker

Hi Ben, 

Thanks for the response. Good to hear they can be played on iOS devices as well as the browser. Checking videos on the iPhone app would be a good addition. Added my vote for creating macros using screencasts, so you can use the same video over and over in ticket responses. 

Cheers

July 11, 2012 17:10
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Ben Rohrs
Product Manager

@Adie: Unfortunately there isn't a way in Zendesk to view a list of past recordings, but this sounds like a feature request others would also find useful. Also, you are correct that moving the recorder window to another monitor is a limitation of Java.

July 12, 2012 08:25
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Grant Ricker

@Ben - How do you get the recorder window to open in the 2nd monitor is that is your primary one? E.g. Monitor 1 is my small 13 inch macbook screen. While Monitor 2 is my primary 24 inch monitor. The recorder window always opens in monitor 1 and as you have said its not possible to move the window to another monitor (which seems like a massive limitation), however a temporary fix would be if you could have the recorder window open in the window you selected. Is there no way to get the recorder window to open in the large monitor? 

Thanks 

July 12, 2012 16:18
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Adie Hernandez
agencyrevolution

@Grant: Is there anywhere in your display settings where you can select your main monitor as your default? This is what I had to do; http://screencast.com/t/gBZLdopKnZ and that worked for me. Not sure what type of system you are using.

July 13, 2012 13:45
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Ben Rohrs
Product Manager

@Grant: The recording box should launch in the primary monitor. To work around this Java limitation, move the browser window you'd like to record over to the primary monitor.

July 13, 2012 17:27
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Grant Ricker

@Adie - thanks on a mac. If I set the menu bar on the primary monitor it opens the recorder window on that screen so this is a good work around for now. 

 

@Ben - thanks, my primary monitor was my small laptop screen and I was hoping to get it to open on my larger monitor. Setting the manin menu bar (mac) on the secondary screen gets it to open on that, so this works. 

 

Cheers

July 15, 2012 16:52
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Grant Ricker

Hi, 

Recently upgraded to Mountain Lion (10.8). 

I cannot get screenr to work. It says that Java is not detected when I go to screenr's website and test the recorder there. I have apples default java6 installed but it doesn't seem to work (worked prior to 10.8). 

It then informs me that downloading Java 7 won't work for Chrome as Chrome does not support Java 7 being a 32 bit browser opposed to a 64 bit, and if i do download Java 7 it will disable the ability to use AppleJava6...

How can I get screenr to work again in Chrome on Mountain Lion. Chrome is my preferred browser and I believe it is yours also for using Lotus and Zendesk. 

Appreciate some help on this. 

Cheers 

August 22, 2012 19:25
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Thomas Andersen
tv2net

@Grant: +1, I'm also having the problem in Safari. No java detected.

August 23, 2012 00:25
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Arnaud de Theux
Zendesk

@Grant, Thomas

FYI Safari on 10.8, kind of same issue. I have Java installed but it just loads forever with the message "Loading screen recorder...".

August 23, 2012 01:05
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Larry Deckel
Business Hours beta testers

Is there an ETA on getting the mountain lion issue resolved?  We were planning to migrate to 10.8 Mountain Lion this weekend...  but would hate to lose the functionality.

August 23, 2012 09:07
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Ben Rohrs
Product Manager

Hey everyone, Screenr has some steps to follow if you're having issues:

http://support.screenr.com/entries/21909316-unable-to-record-a-scre...

If you've followed these steps and still have an issue, please create a ticket to help troubleshoot the issue.

August 23, 2012 11:20
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Stafford Vaughan

I had exactly the same problem on Mountain Lion recently, but I didn't have to follow all of those steps recommended for Mountain Lion (restart computer, clear temp folder, twirl three times, etc) to fix it. When I checked my Java Preferences, I noticed that the checkbox to "Enable applet plugin" was disabled. It's disabled by default. To fix it, just open your Java Preferences on your Mac (I use the spotlight search to find it) and enable the option. Then Screenr might start working immediately. Otherwise, you could try the rest of the steps in the link from Ben. I use Chrome, by the way. Screenshots below:

Screen_Shot_2012-08-23_at_2.38.15_PM.png

 

Screen_Shot_2012-08-23_at_2.37.35_PM.png

August 23, 2012 14:42
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Arnaud de Theux
Zendesk

Thanks for the tip @Stafford !

August 24, 2012 01:11
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Alex Walker
ometis

Really wish we had static screenshot uploading as well as this. In fact screenshots are way more useful, usable and speedy than screencasts... can we please have them too? https://support.zendesk.com/entries/475358-add-attach-a-screenshot-option-to-editor

September 18, 2012 06:10
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Artur Maklyarevsky

currently the user cant record the screen without first needing to close the Ticket Popup window.

and when they do that.. guess what.. that closes the ticket session.

did u guys even test this use-case??

October 30, 2012 06:36
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Larry Deckel
Business Hours beta testers

Hi folks. If anyone on a Mac is having issues getting screencasts to work after upgrading to Mountain Lion, there's another thread here in zendesk where we've been sharing some troubleshooting tips.  I've just posted how I got it working again after much struggle. 

https://support.zendesk.com/entries/21606048-enabling-screencasting...

October 31, 2012 06:25
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Mare Keber

But seriously. 

1.) Fill out the ticket form.

2.) Record a screen

3.) User needs to close the window to record (to explain the user that he needs to open a new window is not an option)

4.) All fill out data is lost, no video attached. 

 

Fail?

January 09, 2013 08:00
Topic is closed for comments