Request video

The Request Video feature lets your customers record and send a short screencast with an optional webcam to illustrate their issue. With visual context, agents resolve tickets faster and more accurately, while customers enjoy a smoother support experience.

Key Benefits

• Streamlined Communication

  Customers show, not tell—reducing endless back-and-forth and accelerating troubleshooting.

  Integrates with ticket IDs from Intercom, Zendesk, and more for seamless data correlation.

• Easy-to-Use Interface

  A simple URL link opens a recording page—no downloads or plugins required.

  Minimal steps guide customers through screen selection and recording.

• Flexible Recording Options

  Choose full-screen or a custom area, plus an optional webcam overlay.

  Supports multiple scenarios: bug reports, user feedback, or even testimonials.

• Efficient Feedback Flow

  After recording, customers preview and save the video, which is sent directly to the agent’s CRM.

  Agents view videos in the Zight dashboard and receive CRM notifications.

• Versatile Controls

  Disable request links or adjust expiration settings at any time.

Step-by-Step Guide

1. Access the Request Video Feature

1. Log in to your Zight dashboard.

2. Click Request Video in the upper-right corner

2. Create a Video Request Link

1. Click Request Video.

2. (Optional) Add a custom message, e.g. “Please record your interface.”

3. (Optional) Enter a ticket ID from Zendesk or Intercom.

4. Click Create Request Link.

3. Share the Link with Your Customer

• Copy the generated URL and send it via email or chat.

4. Customer Records Their Screen

1. Customer clicks the link and grants recording permission.

2. They choose screen area (full or partial) and optional webcam.

3. Click Record Screen, then Finish Recording when done.

4. Preview the video and click Save.

5. Receive and Review the Video

• You’ll get a notification in Zendesk (or your CRM) that a new video is available.

• Follow these instructions to setup a webhook to your CRM: https://support.zight.com/hc/en-us/articles/5825097027351-What-is-a-Webhook-and-how-to-use-it#Available-Zight-Webhooks

• Videos appear under Request Links on your Zight dashboard.

Tip: Set up a webhook to auto-link videos to ticket IDs in Zendesk—see What is a Webhook and how to use it?

6. Tips for tracking replies

On top of the CRM notifications, you will receive an email and a notification in your Zight apps for each video received.

In some cases, you may want to add specific parameters to better handle answers on your link, especially if you use one link for multiple users.
For example, you may have one link to collect feedback/testimonials for a specific feature, or a link in a chatbot and you just want to have your own custom parameters sent back.
If you appends parameters to the request url you send to your users, (ex: ?utm_campaign=feedback&email=example@example.com), we will carry them over to the video pages, and in the integrations events (see webhooks documentation).

Use Cases

• Troubleshooting: Customers walk through the steps leading to an error.

• Feedback & Testimonials: Capture authentic user stories and product demos.

• Training & Onboarding: Record short how-to videos for common questions.

FAQs

Q: Do I need to download anything to use Request Video?

A: Nope! Request Video is completely web-based—no downloads or accounts required for the end user.

Q: What is the time limit for recordings?

A: The current time limit is 5 minutes. That said, we’re open to feedback and may explore longer time limits in the future for specific use cases.

Q: How much does Request Video cost?

A: It's free while on Beta. Please contact your account executive or support for access. 

Q: Does the person recording the video receive an email?

A: No, the end user does not receive an email. Everything happens right in the browser for a seamless experience.

Q. Where do videos get saved?

A: The files are stored in data centers managed by Amazon Web Services unless otherwise configured by your corporation. (more info here: https://support.zight.com/hc/en-us/articles/5841535130391-Where-is-my-data-stored-Where-is-my-data-hosted)

Q. Is there a limit to how many request links I can generate?

A: Not for now. 

For questions or to request beta access, contact your Zight representative or email support@zight.com.