When it comes to supporting customers, speed, clarity, and context are everything. That’s why more support teams are turning to video tools to streamline their workflows, reduce back-and-forth, and close tickets faster.
Two tools often considered in this space are Zight and Jam.dev. Both offer screen recording capabilities, but only one provides the all-in-one toolkit that truly meets the needs of support teams and scales across departments.
Zight Vs Jam.dev? Let’s break it down.
Built-In Context with Technical Data Logs
Tired of chasing down technical details? With Zight’s new built-in Data Logs, support and engineering teams get everything they need to diagnose and escalate issues, automatically. Every Request Video submission now includes key session data like browser type, operating system, screen resolution, network status, console logs, and more, captured the moment a customer hits “record.”
No extra tools. No back-and-forth. No need to ask, “Can you send a screenshot?” or “Which browser are you using?”
This upgrade is especially valuable for Tier 2 and Tier 3 escalations where deeper context is critical. Support teams can send a Request Video link, and once the customer replies, agents receive a full technical snapshot, perfect for routing issues to engineering with clarity and confidence. Meanwhile, developers can instantly view logs and errors alongside the video, making bugs easier to reproduce and resolve.
What Zight Data Logs Include:
-
Browser & Version – identify rendering or compatibility issues
-
Operating System – isolate platform-specific bugs
-
Screen Resolution – useful for UI and layout debugging
-
Network Type – distinguish between product errors and connection issues
-
Console Logs – capture client-side errors on the spot
-
Network Logs – view failed API calls and response codes
All of this is seamlessly attached to the video—no special extensions or manual steps required.
Jam.dev offers a form of logging as well, but it’s geared more toward developers and often assumes technical knowledge on the customer’s side. In contrast, Zight’s approach was built for support and success teams first, making it easy to collect rich, accurate context from anyone, without confusing the end user.
Admins can also enforce consistency across the team with pre-set defaults like requiring logs for every Request Video or configuring how data is displayed, ensuring escalations are smooth and standardized across your org.
Seamless Zendesk Integration with 1-Click Publishing
One of the biggest time-savers for support teams using Zight? Our Zendesk 1-click integration.
With Zight, you can instantly turn any screen recording into a fully formatted help center article—directly inside Zendesk. Once the integration is set up, there’s no need to copy-paste, reformat, or upload content manually. Just generate a Smart Action guide, click once, and Zight publishes the article to Zendesk automatically.
This is a game-changer for support teams who are regularly documenting fixes, answering repeat questions, or building out internal and external knowledge bases.
Teams use it to:
- Auto-publish bug walkthroughs and how-to videos as public Zendesk articles
- Generate internal troubleshooting guides in seconds
- Standardize article formatting and reduce documentation overhead
You also get complete control over titles, visibility, and structure—so what gets published is ready to use immediately.
Jam.dev doesn’t offer a direct Zendesk integration, let alone the ability to publish articles with a single click. That means teams relying on Zendesk have to manually move content between tools, reformat responses, or use workarounds to get video-based help content into their knowledge base.
Why it matters: Zight brings video, AI, and documentation into your existing support workflows—without the friction. Your agents can spend less time creating content and more time supporting customers.
Requesting Videos from Customers
Zight’s Request Video feature gives customer support and success teams an incredibly simple way to collect visual feedback from anyone—no logins, no installs, no friction. Support agents can send a unique link that lets users instantly record their screen or webcam in the browser. The recording automatically lands in the agent’s Zight library, ready for review, response, or triage.
Customer success teams are using Request Video to:
- Gather bug reports with full screen context instead of unclear written descriptions
- Capture video testimonials and product feedback
- Streamline back-and-forth with internal stakeholders or field teams
Because the feature works for anyone—customers, partners, or teammates- it’s become a go-to tool for saving time, avoiding confusion, and speeding up resolution times. One support lead noted they reduced the average time-to-resolution by over 30% after rolling out Request Video across key workflows.
Jam supports video requests as well, but the functionality is tied to platform integrations and requires the use of Jam.js. While useful in engineering-heavy environments, it’s not as flexible or intuitive for CS teams who need to request content externally or in one-off cases.
Why it matters: Zight puts a fully async feedback loop at your fingertips, with no barriers to entry. That’s a game-changer when you’re trying to get clear, visual input fast
AI-Powered Smart Actions
Smart Actions takes the value of screen recordings to the next level. Instead of just sending a video and moving on, Zight’s AI automatically analyzes your content and generates actionable outputs like:
- Step-by-step guides (complete with screenshots)
- Meeting summaries
- Bug reports
- Product FAQs
Everything is editable, shareable, and exportable in over 50 languages.
For customer success teams, this means turning walkthrough videos into polished, customer-facing documentation without extra work. Instead of rewatching videos or manually writing out steps, Smart Actions let CS reps generate help center content, onboarding materials, or internal handoffs—instantly. It’s one of the biggest time-savers Zight offers.
Jam’s AI is focused on generating technical repro steps and debugging insights, which are helpful in development workflows. But it lacks the broader capabilities of Smart Actions for documentation, onboarding, and asynchronous support content.
Why it matters: Zight’s AI is built for outcomes. It doesn’t just help developers—it empowers CS teams to create, share, and reuse high-value content in seconds, not hours.
Editing Tools That Save You Time
Zight comes with a full video editing suite: trim, split, crop, merge, rotate, and redact. This allows support teams to clean up recordings, remove sensitive information, or stitch together multiple clips without having to re-record or export into third-party tools.
The trim feature alone is a huge time-saver, allowing teams to remove long pauses or off-topic moments without having to start from scratch. This is key when delivering clear and distraction-free content to customers.
Customer success teams often use these tools to create personalized onboarding videos, demo recaps, or polished customer communications that feel professional and clear.
With Jam.dev, basic trimming is available, but if you want to do anything more, you’ll need to export the video and edit elsewhere.
Screenshot + Scrolling Capture
Support teams often use screenshots to walk users through fixes. Zight’s screenshot tool includes scrolling capture, annotations, blur, arrows, labels, and more, making it easy to highlight key actions or steps.
Customer success teams frequently use this to:
- Show full pages or long settings panels using scrolling screenshots
- Draw arrows to highlight key buttons or actions
- Add labels or text callouts to explain changes or instructions
- Blur out personal or sensitive information to keep screenshots professional and secure
These features make it ideal for creating knowledge base content, internal training visuals, or quick-reference walkthroughs when a video isn’t necessary.
Offers basic annotated screenshots but lacks scrolling capture.
Why it matters: Clear visuals are essential. With Zight, CS teams can communicate exactly what a user needs to see and protect sensitive data in the process.
Secure Sharing + Access Controls
Password-protect your content, expire links, restrict downloads, and manage who sees what at the domain or user level. Admins can configure access controls across the organization to ensure sensitive recordings or internal notes stay secure.
These controls are particularly valuable when working with escalations, account-specific feedback, or onboarding content.
For example, a CS manager might want to share a video with a customer for 72 hours only—after that, it expires automatically. Or internal troubleshooting content can be kept visible only to team members with specific permissions.
Jam.dev does not currently support link expiration or password protection on shared content.
Why it matters: Security and control are critical for modern CS teams. Zight gives them flexible sharing options that match their workflow and customer expectations.
Integrations That Match Your Stack
Zight integrates with helpdesk tools like Zendesk, Intercom and Help Scout, as well as other powerful workflow tools including Jira, Slack, Microsoft Teams, Confluence, and more. CS teams can embed videos directly into support tickets, drop walkthroughs into Slack threads, and streamline internal handoffs with ease.
One standout integration is Zendesk + Request Video: Agents can send a video request link directly from the ticket, and receive the reply directly inside Zendesk. That means no more chasing down screenshots via email or digging through inboxes. The full context is captured and attached to the issue, saving time for both customers and agents.
Support and success teams use these integrations to:
- Auto-attach video walkthroughs to Zendesk tickets
- Push annotated bugs into Jira
- Share updates in Slack without switching tools
Jam.dev has strong integration with several issue tracking tools like Intercom, Asana, ClickUp, GitHub, Jira and more. However, it lacks integrations with Zendesk, Help Scout, and other important help desk tools.
Why it matters: Customer success lives across multiple platforms. Zight ensures your content travels with you, no matter the workflow.
Enterprise-Ready Security & Controls
SOC 2 Type II compliant, SSO, SCIM provisioning, admin-level analytics, and private cloud options make Zight a smart choice for enterprise teams.
Admins can manage seat provisioning, enforce security policies, set content visibility rules by domain or team, and monitor adoption across the organization. CS leaders at larger companies use these tools to ensure video workflows are scalable, trackable, and secure at every touchpoint.
Jam.dev offers SSO and audit logs on Enterprise plans, but lacks some advanced admin features like private cloud and domain-level content visibility.
Why it matters: For enterprise customer success teams, robust security and management tools aren’t optional—they’re expected—and Zight delivers.
Final Thoughts:
Customer success teams today are being asked to do more with less—handle more requests, support more users, and scale more efficiently.
Zight is built to support that mission. From request video to powerful AI to secure sharing and support integrations that fit your workflow, Zight gives CS teams the tools they need to:
- Resolve tickets 10x faster
- Improve documentation and onboarding
- Collect better customer feedback
- Collaborate across teams
- Keep sensitive information secure and organized
Jam.dev is a capable tool, especially for engineering, but if you’re in customer support or success and need a flexible, secure, and AI-powered platform that supports your full workflow.
Zight vs Jam.dev comparison, Zight is the better choice.
