Screenr (Screencasting) Removal Follow

Announced OnDevelopment EndsRemoval Starts
Sep 25, 2014 Sep 25, 2014 July 1, 2015

Screenr, an integration for Screencasting within Zendesk, is unfortunately going away. The company behind Screenr, Articulate, will cease offering Screenr as a product by July 1st, 2015.

 

Why is Zendesk removing this?

Screenr is based on Java, or more specifically Java RE (Runtime Environment) which you’ve likely used for other applications in the past, perhaps without realizing it.

Sadly, Java RE is becoming rapidly antiquated. To make this a little worse, Google and Apple have been somewhat vocal in their dislike of supporting Java RE. Google Chrome on Mac OSX doesn’t support Java RE at all, for example.

This causes obvious problems for both you and your customers. Some can’t use Screenr at all, some have constant problems.

Am I affected?

If you or your agents are currently using, or have used, Screenr then this deprecation affects you.

You can determine whether your agents are able to record screencasts by checking Settings > Tickets > "Enable screencasts"

Until July 1st, if the above setting is turned on you will be able to record Screencasts as you normally do. 

If you have turned this setting off, playback of attached screencasts on tickets or articles will continue to operate as normal.

On July 1st, you will no longer be able to record new Screencasts through Screenr. Playback will function as usual, meaning your previously recorded screencasts will still work normally.

Is there a replacement?

There is currently no 1:1 replacement for Screenr that Zendesk is able to offer at this time. We would like to find a replacement which is not Java-based, yet still has the same ease of use, “no download” capabilities of Screenr. And of course, we need to ensure we can record and store those Screencasts on Zendesk’s servers so you can share them easily with your customers.

We have been unable to find a replacement up to the job yet. However, there are a few products we would like to recommend, and remember that you can always record a screencast in one of these products and attach it to a ticket or article in Zendesk:

There's lots of tools out there for screen capturing that will work well with Zendesk as attachments.

What happens when development ends?

When development ended on September 25th 2014, any account without "Enable screencasts for tickets" turned on would have that setting removed from their account. 

This was necessary to avoid our customers beginning to use a feature that would be removed shortly thereafter. 

What happens when removal starts?

On July 1st, you will no longer be able to record new Screencasts through Screenr. Playback will function as usual, meaning your previously recorded screencasts will still work normally.

I still have questions

Not a problem. If you have any questions or concerns at all, all you have to do is reply to this email or email support@zendesk.com (don’t forget to include your subdomain) and we’ll get back to you as soon as possible.

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