We’ve recently partnered with Screenr Business to bring screencasting to support tickets for our Plus+ and Enterprise customers. Now agents can include a short video screen capture in their ticket responses and solve tickets faster. When asked about the feature, Arnaud de Theux of Mondial Telecom replied, “We often need to teach our customers how to use a specific feature to resolve a ticket. We can now record a screencast with just a few clicks and it’s automatically attached to the ticket. We can very clearly show our customers how something is done and greatly reduce the amount of back and forth.”
This new feature isn’t limited to agents. End users who submit tickets through the Feedback Tab can include screencasts in their tickets as well, giving agents direct visibility into the problem they’re having. End-users can also add screencasts to their existing tickets viewed in the Web portal.
Screencasts can also be included in forum articles for users with upgraded Screenr accounts. Like screencasts in ticket responses, screencasts in forum articles can be a powerful way to illustrate how to do something, or even demo a feature or product
Check out our forum post to learn more about Zendesk Screencasting, including a screencast created by a Zendesk Product Manager just for you!