Forums/Documentation/Tickets and channels

Enabling screencasting in your Zendesk (Plus and Enterprise)

Jennifer Rowe
posted this on June 15, 2012 13:53

A screencast is a short recording of your screen to show a task or an issue. You can enable screencasting in the following:
  • Tickets
  • Feedback Tab
  • Web portal articles

When screencasting is enabled, agents can add screencasts to new or existing tickets and to articles in the Web portal. Agents can also add screencasts to comments for existing articles. End-users can add screencasts to their existing tickets viewed in the Web portal or any new tickets created through the Feedback Tab or Web portal.

A screencast can be up to 2 minutes long if Web portal screencasting is not enabled or up to 15 minutes long if you upgrade for Web portal screencasting. A screencast can include sound or you can mute sound.

Zendesk uses Screenr Business to record your screencasts, but all screencasts are created and managed through Zendesk.

Limitations

  • Screencasting is not supported in Help Center articles yet. If you're not sure you have the Help Center or the Web portal, see About the different versions of Zendesk.
  • Screenr is not supported on Internet Explorer 9. See the Screenr FAQ.
  • 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 you upgrade your Screenr Business account for a monthly fee. Upgrading your Screenr account also enables you to record screencasts that are longer than two minutes.

Enabling screencasting in tickets and the Feedback Tab

You can enable agents to add screencasts to new and existing tickets and end-users to add screencasts to their existing tickets or any new tickets created through the Feedback Tab or Web portal.
Note: You must have the latest version of the Feedback Tab to enable screencasting in the Feedback Tab.
To enable screencasting in tickets
  1. Click the Admin icon () in the sidebar, then select Tickets.
    Zendesk Classic: Select the Settings menu, then select Tickets.
  2. In the Screencast section, click Enable screencasts for tickets.

  3. Click Connect Screenr to your Zendesk account.

  4. Click Save Tab.
To enable screencasting in the Feedback Tab
  1. Click the Admin icon () in the sidebar, then select Channels > Feedback Tab.
    Zendesk Classic: Select the Setting menu, then select Channels > Feedback Tab > Edit.
  2. In the Screencast section, click Enable screencasts.

  3. Click Preview and grab code snippet and copy the JavaScript code snippet.
  4. Paste the code snippet in the JavaScript widget for an existing Feedback Tab (make sure you have the latest version of the Feedback Tab) or create a new Feedback Tab.

    For more information, see Adding a Feedback Tab to your Zendesk.

Enabling screencasting in Web portal articles

You can enable agents to add screencasts to new or existing articles in the Web portal. Agents can also add screencasts to comments in existing articles.

Screencasting is not supported in Help Center articles yet. If you're not sure you have the Help Center or the Web portal, see About the different versions of Zendesk.

Screencasting in articles is only available when you upgrade your Screenr account for a monthly fee. Upgrading your account activates screencasting in the Web portal for all your agents.

Note: If you have an Enterprise account and have upgraded your Screenr account for screencasting in the Web portal, contact Zendesk Support to request forums screencasting in your branded Zendesk accounts (spokes). There is no additional charge for spoke accounts, but currently, this must be enabled manually by Zendesk Support.
You can downgrade your Screenr account at anytime. When you downgrade your account, you will not be able to create new screencasts in the Web portal, but you will still be able to access any existing screencasts in the Web portal.
To enable screencasting in articles
  1. Make sure that you've enabled screencasting for tickets (see the procedure above).

    Enabling screencasting for tickets also adds a screencast button in the toolbar in articles. The button is not active unless you upgrade your Screenr account with a monthly fee, as described in this procedure.

  2. Create a new article in the Web portal and click the Record screencast button () in the toolbar.

    This starts the payment process. You only need to go through this process once to activate screencasting in the Web portal.

  3. Read the pricing information, click the box to agree to the service terms, then click Upgrade Screenr account.

  4. When prompted, click the link to the payment screen.

  5. Enter all the required information, then click Place my order.

    When you finish, all of your agents will be able to use the Record screencast button in articles or comments to create screencasts. They will not be prompted for payment information.

To downgrade your Screenr account and disable screencasting in articles
  1. Click the Admin icon () in the sidebar, then select Tickets.
    Zendesk Classic: Select the Settings menu, then select Tickets.
  2. In the Screencast section, click the Change your upgraded Screenr subscription link.

  3. In the confirmation screen, click Downgrade.
  4. When the downgrade process is complete, click OK.
  5. Click Save Tab to close the Tickets settings page.
 

Comments

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Steph Schreyer
cargas

We are able to record screencasts and they are uploading but when we go back into the ticket they are no longer there to watch?  Any suggestions?

 

June 26, 2012 13:43
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Ben Rohrs
Product Manager

@Steph: Screencasts are part of ticket comments, so you need to submit the comment after you've recorded the screencast. If you're still having issues please open a ticket and we can help troubleshoot the issue.

June 26, 2012 14:00
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Daniel Pristavec

Is there a way that we can create and maintain a screencast "bank" of sorts, similar to how we have a bank of macros? This seems really awesome, but would be great if screencasts were easily shared amongst the team and re-used on multiple tickets.

June 27, 2012 12:05
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Victor Taylor
casebook

Two questions

1) If our client creates a screen cast and then shares that ticket with us via ticket sharing will the screen cast be included in the shared ticket?

2) Our client is running an email only Zendesk.  If we create a screencast in response to a shared ticket can their users get a link to the screencast an email sent out from Zendesk (I imagine they can't).

Thanks,
Victor

June 27, 2012 12:10
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Ben Rohrs
Product Manager

@Daniel: we don't have that functionality, but I understand the value of this. I recommend requesting this in our Feature Request forum.

@Victor: Screencasts will be shared as part of ticket sharing. If email is disabled, then there is no way to notify a user that a screencast has been created. You could retrieve the URL by right-clicking the screencast link in the ticket UI and copying the link address.

June 27, 2012 12:53
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Alberto Mantovani

how can I login into my AUTOcreated Screenr account? is it possible?

June 28, 2012 02:48
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Ben Rohrs
Product Manager

Alberto: Our integration with Screenr is designed so you can manage your account from Zendesk, so there isn't a way to log in to your Screenr account

June 28, 2012 09:36
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Joey Brown

How long will a screencast link be viewable after a ticket has been closed?

June 29, 2012 12:01
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Ben Rohrs
Product Manager

@Joey: The screencasts will always be available since we consider this an essential part of the ticket

July 02, 2012 13:53
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Joey Brown

Even if the ticket is deleted?

July 02, 2012 15:06
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Grant Ricker

An agent updated a forum article accidentally removing the screenr when saving. I can't find in my browsing history the URL of the video to place back in the forum article by embedding it as an iframe. 

I don't have a screenr account (that I can login to) as its all managed via Zendesk, how do I find the video file of the screenr? How can I view all of my screenr videos? 

Thanks 

July 26, 2012 18:32
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Jennifer Rowe
Zendesk

Hi Grant,

Unfortunately there is no way to recover the screencast that was accidentally deleted.

And there is not a way at this time to view a library of your screencasts. That is similar to Daniel's idea above (he asked for a bank of screencasts, like macros). And others have asked for a library as well. I recommend that you add your idea to our feature request forum so we can consider it for the next version of this feature!

Thanks, Jennifer

July 27, 2012 10:29
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Grant Ricker

Thanks Jennifer.  Created a feature request for this. 

https://support.zendesk.com/entries/21775833-access-to-your-screenr...

July 29, 2012 16:01
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Jennifer Rowe
Zendesk

Great, thanks, Grant. I pointed the product manager to it, just so he's aware of it. :) Hopefully other users will place their votes!

July 30, 2012 09:30
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Ryan Engley
unbounce

Hey guys - this is great.

We've enabled screencasting for our Zendesk but when we click "Record Screencast >>" it just hangs on "Loading Screen Recorder".  We're using the most recent update of Chrome on Max OSX.  Is this a known issue or do you have any suggestions for making this work?

July 31, 2012 11:28
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Jennifer Rowe
Zendesk

Hi Ryan,

I created a ticket for you so someone from our support team can help you figure this out.

Glad you like the feature (when it works for you! :)

Jennifer

July 31, 2012 14:56
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Grant Ricker

Hi Jennifer, 

I have noticed that it takes a particularly long time to load the screen recorder. As an agent adding screencasts to tickets, when I press record a screencast  I am often waiting 20-90 seconds for the screen recorder window to become available. I have tried this on a variety of machines as both an end user an an agent and it just takes too long. Any suggestions? Is this a bug / know issue? Ideally instant to 10 seconds would be acceptable. Our end users will think something is wrong waiting 20-90 seconds. 

Thanks 

July 31, 2012 15:59
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Ben Rohrs
Product Manager

@Grant: Your experience is not normal or expected, do you mind opening up a ticket so we can help you troubleshoot? You are correct that this is machine dependent since this runs in Java on your local machine, but testing on several machines should've eliminated the issue. As reference, I just tried this on my Zendesk account and was able to load the recorder in less than 10 seconds.

July 31, 2012 19:23
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Michelle Wong
leslieit

I have two Zendesk accounts where I'd like to use screencasting for some of my forum articles. Is there anyway I can use my existing business Screenr account for both of them? 

August 03, 2012 09:36
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Ben Rohrs
Product Manager

@Michelle, unfortunately there isn't a way to link an existing Screenr account to your Zendesk. However, if you're on Enterprise and are using our Multi-brand solution, it's a flat rate for all of your Spoke accounts. If interested, please contact our support to set this up for you.

August 03, 2012 09:47
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Mike Bergeron
softright

We will be using the JIRA integration to communicate with our engineering department. This would be a great feature to show them exactly where an issue is happening. However, with our current JIRA integration setup, the screencast is not being sent to JIRA with the comment. 

Is there something wrong with our setup or is it just not intended to do that?

August 20, 2012 08:22
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Grant Ricker

@ Mike -  Just letting you know we use Pivotal Tracker  and the screencast (link) does come through with the ticket comments. However when you copy a ticket to the Zendesk forums the screencast link does not come through only the comments. Likewise the screencast is not attached to tickets on either of the of iOS apps only the comments. 

So it's a bit of a gamble what is pushing the screencast through and when it is only comments. 

August 20, 2012 15:41
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Scott
tetrisonline

I had a general question regarding screencasting. I think its a great feature, however in its default state, it records the users microphone and not their CPU noises. (Window/game being recorded game sounds/system sounds/Etc. Is there a way to set it to record the users desktop and computer noises instead of their voice from their microphone? 

Thanks!

-Scott

August 20, 2012 17:22
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Scott
tetrisonline

Please Disregard issue above. I just realized how to do it. Thanks

August 20, 2012 17:25
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Jennifer Rowe
Zendesk

Thanks, Scott--glad you figured it out. Can you share what you did to record computer instead of voice with the others here? Would love to hear. Thanks!

August 21, 2012 09:05
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Scott
tetrisonline

Hi Jennifer, 

It wasn't really a setting in the screencast. But more of cord that was needed.

By using a male to male cord called a "Patch Cable".  I was able to get the screencast to record system sound only and not outside sound.

If you want to actually hear whats being recorded, you will need an audio splitter plugged into the headphone jack , then you can connect your speaker/headset to one and the patch cable to the other.  

Patch cables are pretty cheap and you can get them at just about any electronics store as well as the audio splitter. 

I attached 2 images for reference. 

Hope this helps and thanks for the great feature! We love it!

August 21, 2012 14:57
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Gillian McKearney
webexpenses

Hi I have just enabled screencasts and am having some issues with it using Chrome or Firefox on a Mac 10.7.4.  I can record the screencast ok but as soon as I click DONE it goes and I get no option to preview it or upload.  What am I doing wrong?

August 22, 2012 05:13
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Jennifer Rowe
Zendesk

Hi Gillian,

I created a ticket for you so that someone can help you troubleshoot your issue directly. You should hear from our support team soon. Thanks!

August 22, 2012 09:03
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Jennifer Rowe
Zendesk

Hi Scott,

Thanks for posting your tip--might come in handy for another user. Also, glad to hear you like the feature! Let us know if you run into any other issues. Thanks!

August 22, 2012 09:05
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Aaron Stewart
pco

I was having problems with the Screencast plugin getting stuck loading and never loading. I found out this is an issue with Mac OS X Mountain Lion or more specifically its new Java installation/configuration. If you are on Mountain Lion and can't get the plugin to work even after installing the Java runtime, open Applications > Utilities > Java Preferences, and make sure you check the box for "Enable applet plug-in and Web Start Applications". After you check that box, restart your browser and it should work again. Hopefully this helps someone else.

September 17, 2012 20:53
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Justin Seymour
Zendesk

Thanks for the tip, Aaron! 

September 18, 2012 05:19
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Meir Rosenberg
totango

Hi,

I just finished integrating a screencast application called "Screenr" into our zendesk account so now I have the "record your screen" button in every page in Zendesk.

What happens is that when I open a new ticket and I try to add a recording it sends the recording as a new ticket instead of adding it to the original ticket.

Can you please help?

Meir

October 23, 2012 07:39
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Justin Seymour
Zendesk

Hi Meir: 

I've created a ticket for you to discuss further. 

October 23, 2012 07:49
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Meir Rosenberg
totango

Justin,

Thank's; much appreciated. 

Meir

October 23, 2012 07:55
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David Steven
Project C Beta Testers

We're interested in using Screenr for more than just the zendesk integration. Can we somehow upgrade to the full screenr pro account (that's usable from their website directly)?

Do we want to? Or should we just sign up separately for screenr pro?

October 26, 2012 12:22
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Ben Rohrs
Product Manager

@David, unfortunately Screenr doesn't support upgrading the Screenr account created from your Zendesk. However, this linked account is free unless you're recording screencasts for your forums.

October 26, 2012 16:36
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Larry Deckel
Business Hours beta testers

I've been having problems using screencast lately on my Mac.

I get a message that I must upgrade to java 7, which I did.  Now it 'loads' in safari - but once its loaded, I don't see the interface any more to actually do the recording.

I tried in chrome - but get a message it only works in 64 bit browsers, so chrome doesn't support it.

Am I missing something here?  Why does it load in safari but then not actually run and give me the interface to do the recording?   Appreciate any insight or help anyone can offer.  Thanks.

October 27, 2012 10:45
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Aaron Stewart
pco

Hi Larry, I posted a possible solution for you a couple messages above you might not have seen:

If you are on Mountain Lion and can't get the plugin to work even after installing the Java runtime, open Applications > Utilities > Java Preferences, and make sure you check the box for "Enable applet plug-in and Web Start Applications". After you check that box, restart your browser and it should work again.

October 27, 2012 11:35
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Justin Seymour
Zendesk

Thanks, Aaron! 

October 29, 2012 07:20
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Larry Deckel
Business Hours beta testers

Aaron:

Thanks for the tip. However, I've searched my hard drive and the utilities folder at both the upper level and in my user account - and I don't find a file called "Java Preferences"

Is there someplace I need to download that utility?  

October 29, 2012 09:24
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Aaron Stewart
pco

Larry, well after I the work I went to figuring this out a month or two ago, it's all changed! Apparently Apple 'updated' Java and seems to have removed it or something. I'm not sure about the technicalities, but the "Java Preferences" application is no longer on your computer if you updated. I think that Apple updated Java to Java v7 but their update did not include a web plugin and removed the previous one. So to get Java to work in your browser you would think you COULD  manually install if from here:

http://www.java.com/en/download/mac_download.jsp

However, after checking Screenr's  support page, apparently their app doesn't work with Java7 in the browser anymore if I understand it correctly. They say it only works with Screenr Business Desktop for now. I tried it and it seemed like it was going to work, gave me a message saying Screenr was loaded, but I didn't see anything and couldn't get it to work. So it looks like the only option is to uninstall Java7 and go back to Java6 to the Java Preferences fix I mentioned earlier. I'm about to try this myself and I assume it will work. Here are the instructions:

http://support.apple.com/kb/HT5559??

Good luck!

October 29, 2012 10:53
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Jennifer Rowe
Zendesk

Hey Larry and Aaron, any luck yet? Aaron, looks like you've been on the Screenr website so maybe you already saw this--but here's an article that might help: http://support.screenr.com/entries/21909316-unable-to-record-a-scre....

Let me know how it goes.

October 29, 2012 11:38
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Arnaud de Theux
Zendesk

@Aaron for me, Java 7 works fine. Make sure you accept the Java applet, after that I wait a bit and can see the "Screencasting is loaded" (or similar) and can record.
Maybe it's browser related? But anyway as you said switching back to Java6 is an easy workaround.

FYI Java 1.7.0_09, downloaded it a couple of days ago. Maybe there is a recent update than you want to apply that might fix issues.

October 30, 2012 03:38
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Ben Rohrs
Product Manager

Screenr informed us that their client has issues with the latest version of Java, which is included in the recent Mountain Lion updates. Unfortunately the current workaround is to downgrade Java, which is not ideal. We're working with Screenr to provide a fix for this but don't yet have an ETA.

October 30, 2012 08:10
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Larry Deckel
Business Hours beta testers

OK.  After much mucking around I have it working again.

Here's the formula of steps that seemed to work for me:

1) Restarted Mac

2) Clear out your screenr temp folderOn a Mac, the folder you would need to clear out is: your_username\library\Screenr   (don't forget, in the finder, in order to find this hidden folder you need to hold down the option key, and then click the GO menu.   (The folder is called Screenr -- NOT "screenr temp".     

3) Had to disable Java 7 and re-enable the Apple-provided Java SE 6 applet plut-in and Web Start functionality. One does this in terminal.  See this link for instructions  (Thanks Aaron!)

http://support.apple.com/kb/HT5559?viewlocale=en_US&locale=en_US

That's what worked for me!  Went back to zendesk, tried to make a screensteps recording and everything worked again as it did before!   (Only records on your main screen -- a little awkward for a two-monitor setup like mine).

----

That said.  A few comments:

1) Java is known to have some serious security flaws in it, and I wish Zendesk (or screenr) could provide recording functionality that doesn't rely on java.

2) Some other java applets I use (begrudgingly) on my mac, don't like THIS version of java.  So now they won't work.

Seems to me that zendesk / screenr need to get their act together and ensure that screencasting works under current operating system and latest version of java.    I won't be surprised either if the next time apple has a system update - it'll update java again (or tell me I'm missing a security update) and I'll lose the functionality again :-(

 

Zendesk (Ben): Appreciate your making this functionality available to us for free (so can't really complain) -- but hope you can work to make it easier to install and use and without the security risks inherent in java. I appreciate that you are actively working with Screenr to resolve this.

Thanks to all in this thread for their advice and support in offering links to this solution!

October 31, 2012 06:21
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Jennifer Rowe
Zendesk

Hi Larry,

Thanks so much for detailing your steps and providing the feedback!

November 02, 2012 13:19
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Scott Boyte
uluro

When one of our clients creates a screencast, there is a chance that HIPAA sensitive data will be shown in the screencast.  Are these videos stored securely where this would not be an issue and only visible to the Zendesk authenticated user that supplied the screencast (as well as our Zendesk agents)?

December 17, 2012 08:18
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Ben Rohrs
Product Manager

@Scott, I've provided more details on this thread about security aspects of the Screenr integration. Unfortunately Screenr videos can be accessed by anyone with the link, although this link includes a long, randomly generated character string.

https://support.zendesk.com/entries/21577768-introducing-screencast...

December 17, 2012 10:57
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Scott Boyte
uluro

Thanks Ben!

December 17, 2012 11:04
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Scott Boyte
uluro

One more question.  Can I use the javascript widget to create a javascript prompt.show to let the user know not to record HIPAA sensitive items?

December 18, 2012 13:41
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Justin Seymour
Zendesk

Hey Scott: 

I'm not sure if a Javascript prompt will work there. You could give it a go? I don't think it will load alongside Screenr. You might also try adding a static, custom notification advising users not to record HIPAA information. 

https://support.zendesk.com/entries/21785761-show-custom-notificati...

January 07, 2013 05:55
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Mare Keber

Hi!

Is there a way that the feedback form for Zendesk (http://screencast.com/t/0hiOfKsqC) disappears when you click to record a video?

Typical scenario is that our customers have an issue - click HELP and try to post a ticket and record it. But since there is http://screencast.com/t/0hiOfKsqC window in a way they can not really record what they have since the feedback screen is covering big part of the screen and their bug is in hidden behind it.

Is there a way to solve this?

Thank you for help.

 

 

January 09, 2013 08:27
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Avi Warner
Zendesk

Hi Mare,

There isn't but we'll take a look!

Avi

January 10, 2013 08:48
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Alexis Priddy

I had enabled screencasts on tickets and feedback tabs.  However, since my clients were not using the feature, I cancelled my business account with Screenr.  However, our feedback tabs still display: "Screencasts: Record a video of your screen."  When I go to http://mydesk.zendesk.com/account/dropboxes/#########/edit, there is no option for me to delete that option.

January 11, 2013 10:29
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Justin Seymour
Zendesk

Hey Alexis: 

You should see an option to disable screencasting at the bottom of the settings page. If not, head over to Settings > Channels > Feedback tab to configure the tab again without that option enabled. 

January 14, 2013 06:52
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Alexis Priddy

I have looked on the Settings->Tickets, Channels-> Feedback Tab, and the edit form for my particular tab and do not see that option:

http://awesomescreenshot.com/0bdswnn59

http://awesomescreenshot.com/0bbswnld6

http://awesomescreenshot.com/0b9swnjd1

January 14, 2013 07:23
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Justin Seymour
Zendesk

Hey Alexis: 

If you're looking at the settings pages on your Regular account, you won't see any Screencast options, as they're only available on Plus and Enterprise. Did you embed that Feedback tab on your business page from one of your Enterprise spoke accounts? 

January 14, 2013 07:38
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Alexis Priddy

The feedback tab was created on the main account when I was on the enterprise plan; however, since that time I downgraded plans since my clients were not using the extra features.  I only noticed the screencast button was still on there the other day.  Anyway you can remove from your end?  I really do not want to create a new feedback tab because that code is embedded on several sites already on call to action buttons.

January 14, 2013 12:10
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Jennifer Rowe
Zendesk

Hi Alexis,

You should be able to generate new Feedback tab code and use it to edit your current Feedback tab. That way you can just update the existing Feedback tab. I just tried it in my account and it worked. Let me know if that does the trick for you!

January 14, 2013 13:10
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Grant Ricker

Hi,

So havent been using screenr for a while and have just run into all the Java issues. Has anything being fixed yet, I just get the video recorded is loading message which never actually loads the recorder. 

I am not interested in changing Java versions and clearing folders etc this should just work on the latest versions, otherwise everytime an update comes out we will all have these same issues. 

How do we get this working easily?

January 17, 2013 15:02
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Justin Seymour
Zendesk

Hey Grant: 

Can you send an email to support@zendesk.com for further troubleshooting?

January 22, 2013 05:40
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Jimi
unisport

When I press the "Connect Screenr to your Zendesk account" nothing happens. I've tried to reload the page and logout, but with no change at all.

Is it a general problem at the moment?

March 15, 2013 03:47
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Jeremiah
Zendesk

Hi Jimi,

I created a ticket for you so I can help you troubleshoot your issue directly. Thanks!

March 15, 2013 21:41
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James Levy
techtorium47

Hi,

Screenrecorder will not work for me on Chrome version 26.0.1410.65 , Mac OS X 10.6.8.

Is this due to lack of Java?

Thanks

James


April 24, 2013 07:36
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Ben Rohrs
Product Manager

@James, yes, you're correct, unfortunately this is due to lack of Java, which is used by Screenr to run the screencasting software on your computer

April 24, 2013 10:51
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arie.livshin

Hi,

We included ScreenCast in the feedback form of our web-site (emaze.com). We need users to be able to create screen-casts of issues they encounter in our site.

The problem is that when a user opens a feedback form in our web-page (by clicking the black zendesk "support" box), then clicks "Record a video of your screen" and then goes back to the web-page in order to record the screen-cast, the feedback form gives a "you're leaving this page" warning and closes. The user can still record the screen-cast and "upload" it after that, but this screen-cast is simply LOST and is not added to any ticket.

How can we solve this??

June 06, 2013 05:03
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Adam L.
Zendesk

@arie

This is a known limitation of screencasting with the feedback tab.  We're looking at possible solutions, but nothing is firmly planned just yet.  

The best current workaround would be to keep the tab open and use another browser for the screencast recording, if possible.

I apologize for any inconvenience this might be causing you. 

June 19, 2013 17:03
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Graham Cook
agilitymultichannel

I just tried enabling this feature which sounds great but unfortunately when I then try to raise a new ticket I just get an endless message saying 'Loading Screen recorder' at the top of my browser window.

I am using MacOs10.8.4 with safari browser and the latest Java 7 (build 1.7.0_25-b15)

July 04, 2013 02:09
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Matthew Pull
Foehn

We had added screenr to our account a while back (which we trialled and didn't use), and now our company has signed up for screenr with a business account under a different name - how do we remove the original account and start using our new account?

thanks

Matt

July 04, 2013 06:44
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Laura D.
Zendesk

@Graham

I had this trouble too until I enabled the Java plug-in for Safari. One way to do this is to go to the Java verify version site (http://www.java.com/en/download/installed.jsp) and click enable plug-in when it shows the inactive plug-in message. Once enabled I went back to the Screenr link on the Zendesk Submit a Request page, refreshed, clicked the link, and Screenr started within a few seconds. I'm using the same OS and Java version as you. I also tested it in Firefox and it worked ok. If you have any further trouble with Safari please let me know!

@Matthew

I've created a ticket for you in our system to go over this a bit more. Look for an email from us in a few minutes!

 

July 05, 2013 11:34
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Ranbeer Gill
social27

What if I just want the user to be able to upload a screenshot (image file) and have that option in the feedback tab that I use on my site? 

October 21, 2013 13:55
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Adam Hart
Zendesk

Hi Ranbeer,

Unfortunately it is not currently possible to attach files to tickets submitted through the Feedback Tab. You could direct your users to your submit a ticket page at subdomain.zendesk.com/anonymous_requests/new where they can attach a file. You will need to have 'Customers can attach files' enabled under Settings > Tickets > Attachments for the option to appear.

I know it's not exactly what you wanted to hear, but we are well aware of the feature request. We're on it!

October 28, 2013 11:30
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Laura D.
Zendesk

Please excuse me jumping in - I think I found the feature request Adam mentioned: https://support.zendesk.com/entries/20480237-Attachments-for-feedba... may want to add your feedback to it, the more information the better! 

 

October 28, 2013 12:39
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Larry Deckel
Business Hours beta testers

I just updated to Mavericks on the Mac, and am using Safari 7.0   Even after installing Java, and 'trusting' the screencast app - I can't make a screencast.

I DO get a message saying Screencast is loaded — but have no interface to actually record a screencast once it loads.

Any suggestions?   (And any chance of getting screencast functionality in the future that isn't so reliant on the increasingly dangerous and inconvenient Java?   Seems like you have to update, trust, and reconfigure every week these days).

But in the short term - any way to capture a screencast in Safari?

October 28, 2013 13:52
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Larry Deckel
Business Hours beta testers

FYI: I just tried in Chrome and no luck there also.  Get error message that java is not detected.

Via the Java website, I'm told.    Chrome does not support Java 7. Java 7 runs only on 64-bit browsers and Chrome is a 32-bit browser. 

Sigh...

October 28, 2013 13:53
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Dave Clayton
cozero

Boo Screenr - Seriously if you can't get this to work on browsers without Java It's a non-starter. I'd dump the Screenr functionality until you find an alternative.  It's just a bag of hurt.

January 23, 2014 16:15
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Bob Novak
Zendesk

Hi Larry and Dclayton - I'm sorry for the inconvenience this Screenr issue has caused you. We have a problem ticket about this if you want to submit a ticket to support@zendesk.com for updates. However, we essentially need to wait for Screenr to resolve this on their end. I encourage you to follow their progress directly here:

http://community.screenr.com/screenr/topics/java_detection_problems?page=3

While they work on a fix, we do have some workarounds that should help.

Workarounds

1) You can add your Screenr Business site to the Site Exceptions list. Here's a video that will show you how to do that: http://screencast.com/t/kymzroBt8TqY

2) You could set your Java Security settings to medium.

Once again sorry for the inconvenience. @Dclayton - one of the main reasons we use Screenr is because it doesn't require you or your users to download a program (except Java) to use it. If you have any systems similar to that functionality which you would like to recommend, I encourage you to provide those suggestions in our Product Feedback forum: https://support.zendesk.com/forums/1848-Product-Feedback

January 24, 2014 09:53
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Larry Deckel
Business Hours beta testers

Bob:

I tried this too, but no luck.

FYI: I'm on a Mac — so the workaround isn't quite specific for me.  I DID add their site to my site exceptions list on my Mac though - and after doing so,  it tried to launch.  Got the following message when it asked for permission to run:

"        This application will be blocked in a future Java security update because the JAR file manifest does not contain the Permissions attribute. Please contact the Publisher for more information. More Information"

Even after granting an OK after this, it never did load and work.  (This was in Safari)

I then tried to get it to work in Chrome for the Mac — and got this message:  Java not installed.  (even though it was). I checked Google help and got this info:   Apple supplies its own version of Java. Java version 7 is not compatible with Chrome. Although not recommended due to security vulnerabilities, you can restore Java version 6 to continue using Chrome. Learn how to restore Java version 6 on your Mac

 

The bottom line is that Java is too dangerous, too browser dependent, and too tricky to set up to be a good approach to making screencasts available.   If me, as tech support, has this much difficulty getting it to work - how can I expect our poor customers to be able to use it?  

I think its a great feature to have available - but surely some other vendor besides screenr can come up with a way to make this happen without so many security issues! 

 

January 24, 2014 13:42
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Mary Kay Soto
iassoftware

Should our customers be able to use the screencast options when they are providing updates to a opened ticket? We see it on the screen when they create a new ticket, but it is not an option when they try to provide us with more input. 

Thanks   

February 11, 2014 13:25
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Laura D.
Zendesk

Hi Mary, 

In my test account on some themes I'm able to see "record screencast" for existing tickets and on others I'm not. That seems strange to me so I'll start a ticket for you so we can figure out what's happening - you'll have another email in a minute!

 

February 12, 2014 15:33
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Mary Kay Soto
iassoftware

Laura,  it looks like when you click in the comment button the screencast button appears.  I'm pretty sure that this was not the way it worked before.  But, could be wrong on that.

Thanks  Mary Kay

February 13, 2014 05:21
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Gerwin Hofmeister

Hello there,

 

I have the free basic account with Screenr through Zendesk and tried to record a screencast. First it asks me if I would like to run this program, after clicking Yes to everything, it just keeps on saying "Loading screen recorder..." But nothing happens. I tried it on PC, Mac, Safari and Chrome, always the same thing...

Any suggestions?

Thanks,

- Gerwin

February 13, 2014 07:38
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Laura D.
Zendesk

Mary - Interesting, I'll add a note to your ticket in case that helps us troubleshoot. 

Gerwin - Screenr has had some issues with the most recent update to Java so it could be if you've updated Java that's what's causing the problem. I'll start a ticket for you so we can investigate and make sure it's not something else. If it is in fact the issue with the most recent update (came out in mid-January I believe) there are some temporary workarounds we can offer which Bob presented a few comments prior to this. Look out for anther email in a minute!

 

February 13, 2014 15:20
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James Perez
Transportation Insight

For some reason, when I click "Connect Screenr to your Zendesk account", it spins and spins and nothing happens.  We are on the enterprise plan, so is this supposed to generate a Screenr account for us?

 

 

Thanks for you help

April 23, 2014 14:08
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James Perez
Transportation Insight

Related screenshot attached.  File didn't load last time...

April 23, 2014 14:08
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Laura D.
Zendesk

Hmmm, 

That doesn't seem right, I'll start a ticket with you so we can figure out what's happening. You'll have another email from me in few minutes!

April 23, 2014 14:24