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.
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
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.