Forums/Documentation/Agent Guide

Adding a screencast to a ticket or a Web portal article

Jennifer Rowe
posted this on June 15, 2012 13:52

You can create and attach a screencast to a ticket or to an article in the Web portal. A screencast is a short recording of your screen. It can be up to 2 minutes long if Web portal screencasting is not enabled or up to 15 minutes long if your admin has upgraded Screenr for Web portal screencasting. You screencast can include sound or you can mute sound. A screencast is useful for showing customers how to do a task.

Your customers can also create screencasts in one of their existing tickets viewed in the Web portal or when they submit a new ticket through the Feedback Tab or Web portal. This can be useful for a user to show an issue they are experiencing.

Limitations

  • Screencasting is not supported on the Help Center yet.
  • Screenr, the software used for screencasting, is not supported on Internet Explorer 9.
  • Screencasting for tickets and the Feedback Tab is available for Plus and Enterprise accounts.
  • Screencasting for Web portal articles is available for Plus and Enterprise accounts when an administrator upgrades the Screenr Business account for a monthly fee.
  • Screencasting must be enabled by an administrator. For information, see Enabling screencasting in your Zendesk in the Zendesk Administrator Guide.

Adding a screenscast to a ticket

You can add a screencast to a new or existing ticket.

To add a screencast to a ticket
  1. Open an existing ticket or create a new ticket.
  2. Click Record screencast.

  3. Click Allow to allow the screencast applet.
  4. When the screencast recorder appears, switch to the application you want to record and position the frame around the area you want to record.

    You can adjust any of the four dotted lines of the frame by clicking one of the handles or you can click the box in the middle of the recording area and drag the frame to a new position.

  5. Click the Record button, then perform the task you want to record.

  6. Click Done when you are finished.

  7. When the preview appears, review your screencast, if you want, then click Upload to attach the screencast to the ticket. If you do not want to upload the screencast you can click Delete and cancel.
  8. Click Submit to update the ticket.

    The screencast appears in the comment as a recording you can play.

To remove a screencast from a ticket
  • After you upload a screencast to the ticket, and before you submit the ticket update, click Remove screencast.

    You cannot remove a screencast after you have updated the ticket.

To search for a screencast ticket attachments
  • Enter the keywordhas_screencast:truein your search.

    This returns all tickets with screencasts. Add additional search terms to find specific screencasts.

You can use the keywordhas_screencast:falsein your search to return all tickets that do not have screencast attacments.

Adding a screencast to an article

You can add a screencast to a new or existing article in the Web portal. You can also add a screencast to an article comment.

Note: Screencasting in articles is only available in upgraded Screenr accounts for a monthly fee. An administrator can upgrade the Screenr account and enable this feature.
To add a screencast to an article
  1. Do one of the following:
    • Open an existing article for editing
    • Add a comment to an existing article
    • Create a new article
  2. Click the Record screencast button in the toolbar.

    Note: If you are presented with payment information when you click the screencast button, then screencasting in articles has not been set up by your administrator.
  3. Click Allow to allow the screencast applet.
  4. When the screencast recorder appears, switch to the application you want to record and position the frame around the area you want to record.

    You can adjust any of the four dotted lines of the frame by clicking one of the handles or you can click the box in the middle of the recording area and drag the frame to a new position.

  5. Click the Record button, then perform the task you want to record.

  6. Click Done when you are finished.

  7. When the preview appears, review your screencast, if you want, then click Upload to add the screencast to the article. If you do not want to upload the screencast you can click Delete and cancel.

    When the upload is complete, the screencast appears as an object in the body of the article. You can drag the screencast to reposition it, if needed.

  8. Click the button to update or add the article or comment.

    The screencast appears as a recording you can play in the article or comment.

To remove a screencast from an article
  1. Open the article with the screencast you want to remove.
  2. Click Edit for the article or one of the comments.
  3. Select the screencast and delete it.
  4. Click Update or Save comment.
 

Comments

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Grant Ricker

How do you create a forum article from a ticket which has a screenr in the ticket. E.g. I select from ticket options ' copy to forum' to create an article from a ticket. All the ticket info goes into the article but not the screencast. 

I have signed for the screencasts in forums account. But only the ticket text comes across no video?

Thanks 

July 12, 2012 16:02
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Jennifer Rowe
Zendesk

Hi Grant,

Sorry for the delayed response. You're right--when you turn a ticket with a screencast into a forum topic, the screencast does not appear in the forum topic (at least not in this first release!). As a workaround, you can copy the screencast link from an email update to a ticket and paste into your forum topic. Or, the the screencast URL is stored in metadata for each ticket, so you can find the URL in the ticket audit, found in APIv2: https://companyname.zendesk.com/api/v2/tickets/<ticketID>/aud...

Hope that helps!

Jennifer

July 25, 2012 09:55
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Tona Medina
platfora

Hi there,

We were testing this feature... and I get the screenr applet to load, and to record, but I never get this step after pressing "Done":

"7. When the preview appears, review your screencast, if you want, then click Upload to attach the screencast to the ticket. If you do not want to upload the screencast you can click Delete and cancel."

After pressing Done, the applet simply disappears... any clue? Tried in Chrome and Firefox on the Mac.

Thanks.

August 31, 2012 17:28
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Jennifer Rowe
Zendesk

Hi Tona--not sure what's going on... I created a ticket for you so that someone from our Support team can help you directly! Thanks.

September 04, 2012 09:17
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JuicyCanvas

um... this feature totally doesnt work.

Why? simple . .when u click on the screencast, it loads OVER the Support FORM. 

So u are forced to CLOSE the Form to record the screen!

Then AFTER you finish the recording..nothing happens!?

Why?? because there is no form to submit!!!!!

Tested on PC > Chrome.

is this just me or am i crazy? 

September 28, 2012 11:31
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Adam L.
Zendesk

Hi JuicyCanvas,

Once you start the screencast, you should be able to open a new tab and/or browser window in order to make your recording, then once finished, you can stop the screencast and switch back to the tab you started the screencast from, and it should be attached. Please let us know if you continue to have issues with this, though.

Love Your Zendesk

Adam L. | Customer Advocate | support@zendesk.com

September 28, 2012 14:29
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Daniel van der Stam
parthen

Can't seem to get upload a screencast anymore? The upload screen apears and then it quickly disapears. It's so fast that I can't press the upload button.

 

Daniel

October 09, 2012 02:09
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Jennifer Rowe
Zendesk

Hi Daniel,

Thanks for posting. Sounds like you might need some help from our support team. I created a ticket for you. You should hear from someone soon!

October 09, 2012 08:50
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Cheryl Wetherington
viewpath

I would like to be able to save screencasts as macros. 

November 16, 2012 11:05
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Justin Seymour
Zendesk

Hi Cheryl: 

It's not possible to directly save a screencast as a macro. You can copy/paste the link to a public screencast in to your macro text and send that out to the customer. 

November 19, 2012 06:27
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Bethany Daniel

Where in the ticket do i see that a screencast has been uploaded by a customer?

November 29, 2012 07:56
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Justin Seymour
Zendesk

You should see a link to the screencast in the same area where the attachment link is shown, towards the bottom left of the ticket. 

November 29, 2012 08:18
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Bethany Daniel

Justin, I must be missing it… see attached.  2 screenshots. 

  1. Email showing the new ticket with the screencast link
  2. Agent view of the ticket with no screencast link

Help, thanks, Bethany

November 29, 2012 08:32
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Kevin Swan

Did you really just post screenshots in a powerpoint slideshow? 

February 08, 2013 15:24
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Jennifer Rowe
Zendesk

Ha! Whatever it takes to get the job done!

February 08, 2013 15:39
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Justin Seymour
Zendesk

I believe this was resolved in a ticket. Just for future reference, it was something buggy with the browser/network restrictions that prevented her from seeing the option. It resolved by itself, actually! 

February 10, 2013 06:06
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Carolina Speroni
leapfactor

Hi, we are currently running a trial of zendesk and wanted to test this feature prior to our final purchase, I have enabled screencast for tickets and linked the screener account but I don't see any option on the tickets to create a screencast.

I also wanted to know if screencast is possible from mobile devices (iOS,RIM and Android).

Thanks!

March 08, 2013 11:08
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Brandon K.
Zendesk

Hey Carolina,

Do you think you could create a ticket or email support@zendesk.com with this issue? We may need to jump into your account and check some configurations.

As for your question, the Screencast function does not work on Mobile devices.

Thanks!

March 08, 2013 13:16
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Carolina Speroni
leapfactor
Thanks Brandon, after a while the option did appear, maybe it needed time to refresh? Sad that it doesn't work on mobiles, but I guess that is because of the java limtations...
March 08, 2013 13:34
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Brett Cave
jemstep

Is there not a better way to use screencasting with the Feedback tab? The way it is currently implemented has a flow that makes user experience more complicated than we would like, and when a user is reaching out to support, it is important for us to keep the experience as streamlined as possible. This is why we find the Feedback tab screencast feature bad:

  1. User is on our site and experiences an error
  2. User clicks our feedback tab, selects to submit ticket, fills in details and clicks "Capture screencast"
  3. At this point, the Feedback Tab widget is active on our site, obscuring the error that the user is experiencing (and there is a glass layer over our site).
  4. Open a new tab
  5. Go back to problematic area of our site where he / she experiences the problem
  6. record
  7. replicate error (if possible!!)
  8. stop recording
  9. go back to the original tab and submit the ticket

Steps 4,5,7 and 9 are not very intuitive, especially to a user who may be frustrated by problems on our site at this point, and we (as I'm sure many other Zendesk clients do) expect quite a high drop off from our support flow with this. As an IT engineer and a frequent user of support channels, I had to create 3 tickets before I finally found out how to use this powerful support feature correctly.

Is there no way possible to enhance screencasting integration in a smoother flow? 2 other approaches that make it easier:

  1. User experiences error and clicks support, opens ticket, and clicks the screencast link
  2. The feedback widget picks up that screencasting has been clicked, and removes glass from the site, minimizing the Feedback widget and allowing user to interact with our site.
  3. User clicks record, shows the existing error (or replicates it from the current screen)
  4. Clicks "Done", the Feedback tab / widget is then maximised with the screencast attached, and the user can submit the ticket.

OR

  1. User experiences error, starts screencast with ticket fields from feedback tab completed.
  2. Clicks record.
  3. User then submits ticket, with screencast still running
  4. User shows the error and clicks "Done" on screencast
  5. When user hits "Upload", there is some ID or mechanism whereby the screencast is then attached to the ticket as a comment by the user, AFTER opening the ticket .

This would greatly import user experience while engaging support via Feedback tabs for us, and all your other customers that benefit from screencasting.

March 13, 2013 05:05
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James Moser
gryphondds

I love this Screencast.  I have some questions though:

  • Is there a limit to the number of screencasts that an account can have?  
  • Is there a way to upgrade and get more?
  • Is there a method to manage screencasts, so we can keep the ones we want (for forums or for training purposes) and to delete screencasts that are no longer needed or that is a duplicate of an existing screencast?
March 13, 2013 09:02
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Brandon K.
Zendesk

@James: The free integration with Screenr that Zendesk provides will allow your users to record a screencast and attach it to the ticket they submit with you. If you want additional functionality, you can create an account with Screenr and have access to your saved screencasts and manage this separate account. You can see about creating or upgrading your account with Screenr by going to Settings > Tickets and clicking the option 'Manage your Screenr subscription' under the 'Screencasts' section at the bottom of the page.

March 13, 2013 14:01
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Jennifer Rowe
Zendesk

Brett,

Thanks for taking the time to provide such detailed feedback! I've passed this on to the team.

March 14, 2013 10:55
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James Moser
gryphondds

With the free Screenr account, what are the limitations or restrictions besides the 2:00 min limit?  If we link the free 2 min screencast to a forum topic to show our users something, how long will the video be valid before it is removed or will it not be removed?

If we upgrade at a later time, can we migrate our existing videos to the upgraded account?

 

March 14, 2013 11:05
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Justin Diana

@Brandon: I currently have a Plus subscription... I navigated to Settings > Tickets and clicked on the 'Manage your Screenr subscription' and all I get is a message that says "You have a free, basic Screenr account (grassroutes.viewscreencasts.com) that cannot be downgraded" ... how do I get into my Screenr account so I can upgrade features and/or access screencasts already uploaded via my Zendesk tickets?

 

Thanks!

March 14, 2013 19:21
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Lauren Fisher
Zendesk

@James - The limitations on the 2 minute free Screenr screencasts are that they are complicated to grab the code from. You'll need to inspect the element on the Zendesk ticket once you've opened the screencast.

If we link the free 2 min screencast to a forum topic to show our users something, how long will the video be valid before it is removed or will it not be removed? The 2 min screencast won't be removed after any specific amount of time, unless your Zendesk account is cancelled. But again, there isn't a specific time at which they are removed.

If we upgrade at a later time, can we migrate our existing videos to the upgraded account? The free Screenr videos within tickets aren't stored in a main account as they would be with a Screenr business account.

@Justin - You'll need to login directly to screenr.com to access your account and the videos you've already created. 

Cheers! Lauren 

April 11, 2013 17:48
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Peter Dvorak

Hi.

No doubt this is a great feature for customers sitting behind a PC, but we would like to see this option also available for mobile devices (At least on iOS & Android). 

The vast majority of our users use their mobile devices to submit tickets, and looking at the growing number of mobile users, I would imagine this applies also to other industries.

Would be great to see this request on your roadmap.

Cheers,

Peter


May 07, 2013 08:10
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Christina Schierling
Zendesk

@Peter

Screenr for mobile devices (iOS or Android) would be excellent feature. =)
Unfortunately, it's not an available one at the moment. Apologies.

I definitely encourage you to subscribe for our "Announcements" forum to get the latest news on our product updates:
https://support.zendesk.com/forums/1-Announcements

May 09, 2013 15:23
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Matt Lancaster

When will this work for the Help Centre?

September 12, 2013 02:10
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Avi Warner
Zendesk

@Matt, not yet, we're working on it! 

September 26, 2013 13:54
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John Kenny
spicers

Hi - not sure what's going wrong for me:

I Enable screencasts for tickets and it's been linked to a screenr subscription.

The Record Screencast option is visible when working with tickets but when I click it nothing happens.

 

Using Windows 8.1 Enterprise x64 with Internet Explorer 11. Exactly the same thing happens when using Firefox as well.

Please can someone help.

 

Thanks

March 04, 2014 21:11
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Emily
Zendesk

Hi John, 

Screenr runs in Java on your computer, so you'll want to make sure you have Java installed before using Screenr. If that doesn't resolve your issue, please let me know and I'll open a support ticket for you!

March 05, 2014 13:52
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Catherine Learmonth
agilitymultichannel

Can you tell me when this feature is likely to be supported within the help center? It is something we are keen to introduce. Can you explain more about the privacy on the screencasts too. We don't want the screencasts to be able to be shared, for example by copying the link to an external website. Thanks.

March 26, 2014 02:37