Sometimes it’s hard to explain a problem with text alone. A screenshot helps, but a short video can make things way clearer. Customers can show exactly what’s going on, or you can explain instructions more clearly.
In Zendesk, you can do this with the Video Reply app. It lets you request videos from customers or send your own videos right inside tickets. That way, everything stays in one place, no need to juggle emails or external links.
You can use it to:
- Get customers to show problems instead of describing them
- Walk someone through a setup or solution step by step
- Reduce back-and-forth and speed up ticket resolution
- Make the interaction feel more personal and attentive
Once a video is added, it’s stored in the ticket, so you can review it anytime. You can even reply with a video to guide the customer, which is often faster than writing long instructions.
Adding videos doesn’t have to be complicated, and it can save time for both agents and customers while improving clarity.