Enhance Customer Support with Intercom Video Requests

Overview

Zight: Bring visual communication to Intercom support
Turn frustrating back-and-forth tickets into clear, visual answers. With Zight for Intercom, your team can send screen walkthroughs, request screen recordings from customers in one click, and embed visual content directly into Intercom conversations or help docs for more accurate SOPs.

Why use Zight inside Intercom?

Faster resolutions: send or request high-quality screen videos to show exactly what’s happening, no long text explanations.
No installation needed from your customers: they see a link, click record, and you get notified as soon as they send you a video!
Added context: capture customer logs and videos, and use Zight AI to receive a concise summary to speed up resolution times
Faster SOPs, Seamless embedding: drop visual content into Intercom’s help center or your documentation without switching tools (contact us to enable!)

Efficient collaboration: support, product, and engineering teams can see exactly what’s going on, reducing misunderstandings.

How to setup Zight for Intercom

You need 2 steps:

install the app in the Intercom marketplace here: Setup Zight for Intercom in your workspace
then enable the Integration in https://share.zight.com/integrations
- Note that this requires an addon available in some plans. Click on the Intercom "request access" button on the page!

Use Zight Inside Intercom
From your Inbox or composer, find Zight in the apps tray, click the Zight icon to:

Send existing videos, which will list recent videos, screenshots and GIFs using Zight
Request a video from your customer
- For more information about requesting videos from customers on other platforms, read our complete guide here

Video Tutorials

Step by Step Guide for Requesting Videos in Intercom

This guide will walk you through the procedure of requesting videos from customers using Intercom. This feature helps reps close tickets faster and with more clarity.

Using Intercom's Chatbot
You can integrate Zight request video into any chatbot or support system like Zendesk and Intercom.
Customer Starts a Ticket
A customer may initiate a chat (e.g., “having a login issue”), which creates a new ticket for the rep.
Request Screen Sharing
Intercom Agents can ask customers to share their screen by sending a request link.
Access Zight Shortcuts
Agents can type “Zight” in shortcuts or access it from the right-hand sidebar.
Send Pre-Canned Responses or Request Video
Share pre-canned responses or request a video from the customer for a consistent issue.
Request a Video from the Customer
Click on “request video.” You can opt to collect browser data logs for complex issues.
Send Video Request
Confirm the request type and click “send” to share with the customer.
Customer’s View and Recording
The customer receives the request, clicks to open a new tab, and records their issue.
Custom Branding Options
Customize the recording interface with company branding and instructions.
Start Recording
Customers can start recording, choosing to capture either a Chrome tab or the entire screen.
Recording Process
Customers demonstrate their issue within a 5-minute maximum recording time.
Finish and Send Recording
Once done, the customer finishes and saves the recording, which is sent back to the ticket.
Agent Reviews the Video
The rep can view the newly recorded video and create documentation if needed.
Create Documentation or Bug Reports
Use the video to create technical documents or bug reports and push them to apps like Zendesk or Confluence.