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Customer Support

Resolve customer questions
with video support.

Request a customer recording, review the issue, and reply with a visual answer. Turn repeat explanations into guides your support team can find and reuse.

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Customer Support: the task, Zight capturing it, and the result

Trusted by 5m+ people who would rather show than tell

Qualtrics Zendesk Airtable SeatGeek Ro Doctors Studio Notion Squarespace Case study Intercom Qualtrics Zendesk Airtable SeatGeek Ro Doctors Studio Notion Squarespace Case study Intercom

What is Zight for customer support?

Zight helps support teams request a customer’s screen recording, review the issue and send a visual reply. Agents can turn repeated explanations into guides with screenshots. Customers can submit a recording without a Zight account or app installation; optional technical-log collection needs setup.

The problem

Customers can’t always describe technical issues clearly — and agents burn time collecting basic context.

Request → diagnose → reply → reuse. Keep the evidence with the ticket when an issue needs a specialist.

Workflow 01

Request the customer’s recording

  • Request a customer recording, screenshot, file, or approved technical context.
  • Diagnose what actually happened.
  • Request Links · Request Video
Request a customer video
Animation of capturing and annotating a screenshot with Zight

Workflow 02

Diagnose the issue with evidence

  • Start with richer evidence rather than asking for screenshots and steps.
  • Check the visible result, or pass the evidence to a specialist.
  • Request Links · screenshots
Learn more about screenshots

Workflow 03

Reply with a visual answer

  • Use visual replies to show the fix, the setting, or the next step.
  • Answers people can follow.
  • Recordings · screenshots · annotations
Learn more about screen recording

Workflow 04

Reuse the reviewed answer

  • Build short walkthroughs for common setup and troubleshooting requests.
  • Support guidance that scales.
  • Recordings · collections · share links
Create a step-by-step guide

The motion behind these: Request → Diagnose → Resolve

Visual Communication

Show the next step
in a video reply.

Share a recording that shows the setting, action or fix. Give the customer a next step they can follow, then check whether it resolved the issue. The ticket below illustrates one possible exchange.

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● REC Zight · Ticket #4821
Support Chat #4821 — Export timeout
A
Hey, I can't get the export to work — it times out every time I try.
Alex M. · 2:14 PM
Zight Support is responding…
Export Recording
MP4
GIF
WebM
Exporting… 72%
session_recording.mp4
Cancel
Here's a walkthrough — highlighted exactly where the timeout happens. 👆
Example reply · confirm the result

Illustrative Zendesk workflow

Follow a customer issue from request to reply.

This example shows a configured Zendesk workflow. Follow the request, recording and visual reply; actual ticket outcomes depend on the issue.

01 / THE TICKET LANDS

"I keep getting an error."

John can't upload his file. You could ask five clarifying questions and wait for a reply between each one. Or you could watch it happen on his screen. The Zight icon is already in your reply bar.

zendeskintercomsalesforce
02 / REQUEST HIS SCREEN

Don't ask John to describe it. Ask him to show it.

With the integration configured, create a request link in the ticket. John records his screen without a Zight account or app installation. Ask for technical logs when they are needed and collection is enabled.

request linkno account neededconsole logs
03 / HIS RECORDING COMES BACK

Watch the bug happen on John's screen.

Review the returned recording and any requested logs. Identify the failing action and decide whether you can explain the fix or need to pass the evidence to a specialist.

screen + logsbrowser infoAI summary
04 / SOLVED

Send the fix back. On video.

Record the next step and share the link in your reply. Confirm the result with John. If the answer applies to other customers, turn it into a reviewed guide for the next ticket.

instant linkview analyticsconfirm the result
yourcompany.zendesk.com/agent/tickets/65
OPENTicket #65
File upload error
Via web form · John Doe · 12:43 PDT
JD
John Doe · May 05, 12:43
I keep getting an error when I try to upload my file.
ME
You · May 05, 12:45
Can you show me? Record your screen here — no account needed.
Recording requestshare.zight.com/req/8xKm
JD
John Doe · May 05, 12:48
John's screen · 0:42share.zight.com/rQ3x8 · logs attached
LOG 00:35 · POST /upload started
ERR 00:41 · Uncaught TypeError: file is undefined
JD
John Doe · May 05, 12:58
That fixed it. Thank you!! 🎉

Trusted by teams like yours.

Keep customer evidence and answers together

Request Video from Customers
Send a request link so the customer can record and submit their screen. No Zight account or installation needed.
Screen Recording
Record the relevant steps, review the result and share a link with the customer.
Share in Slack
Share a recording in the relevant Slack thread so teammates can review the explanation.
ZIGHT HELP CENTER
AI Generating… AI-Generated
Help Center ›Screen Recording ›How to Send a Request Link
How to Send a Zight Request Link
Updated 2 days ago · ● Verified
Send a request link to collect a screen recording from anyone — no app install needed on their end. Perfect for support tickets, bug reports, and async reviews.
1
Open Zight and click + New Request
+ New Request
Record
Screenshot
2
Describe what you need — Zight generates a link
Request prompt
"Can you record what happens when you click Submit? We'll use this to fix the issue."
Generate Link
zight.com/r/abc123 ↗
3
Paste the link — recording lands in your inbox
Recording received!
Sarah submitted · 1:24 · zight.com/r/abc123
New
Tip: Recipients record straight in their browser — no Zight account or install needed.

Integrations

Export anywhere.
Works with your stack.

Zight Smart Actions push summaries, guides, and transcriptions directly into the tools your support team already lives in.

Jira
Attach recordings and step-by-step guides directly to Jira tickets for instant context.
Zendesk
Publish AI-generated guides straight to your Zendesk help center, and drop recordings into ticket replies.
Intercom
Send walkthroughs in Intercom conversations and request customer recordings without leaving the thread.
Confluence
Publish support articles and knowledge base docs from any Zight video in seconds.
See all integrations

Request Video

Get the customer's
screen — without
a call.

Send a Zight request link so the customer can record their screen and narration. Enable approved log collection when technical context is needed. Review the response before deciding on a fix or escalation.

Screen + audio recording
Browser, OS & network info
Optional console logs
session_recording.mp4
1:24
Network Console OS Info Browser
Search
All (3) Error (1) Warn (0) Info (2)
LOG 00:35 XHR Request completed on index
LOG 00:37 Fetch request completed on index
ERR 00:41 Uncaught TypeError: undefined is not a function
AI-generated article
How to Fix Export Timeout Errors

If you're experiencing export timeouts, this is typically caused by large file sizes or a slow network connection. Follow these steps to resolve the issue...

Example draft · review before publishing

AI-Powered Docs

Turn a solved question
into a reusable guide.

Turn a resolved question into a draft guide with screenshots. Check the instructions, remove customer-specific details and assign an owner before sharing it with other agents or publishing it in your help center.

Create a step-by-step guide from a recording

A Personal Touch Increases Retention

Customers remember
the agent who
showed up.

When agents reply with a Zight recording, walking through the fix and showing exactly where to click, customers feel like someone actually took the time. Not just copied a script. Video replies build the kind of trust that turns one-time users into loyal advocates.

Support Chat — Ticket #4821
A
Hey, I can't get the export to work — it times out every time I try.
Alex M. · 2:14 PM
Zight Support is responding...
1:24
Here's a walkthrough — highlighted exactly where the timeout happens. 👆
Zight Support · 2:15 PM ✓✓

Real Customers

What support teams say

Real quotes from Zight customers and case studies

"Request Video is so much better than users trying to explain what’s happening in an e-mail… I can see exactly when an issue occurs and what is causing it."

Edward Wikstrom
Director of Technology, St. Dominic High School

"We use it to send help videos and screenshots to our customers."

Natalie Wilkins
Product Specialist

"It's better if they can see a video while showing them how to use our software. It just saves so many steps."

Caty Black
Customer Care Team Lead, Social Tables

"It's always an extra delight when the customer is so impressed that they send you a GIF back or when they call us by name."

Darcy Peters
Customer Advocacy Lead, Buffer

Before & After

What changes when your team uses Zight.

Without Zight
Multiple follow-ups just to get clarity
Long Slack threads to explain a fix
Rewriting guides manually every time
Help center content falls out of date
Tools and videos scattered everywhere
With Zight
Review the screen the customer recorded
Share a short video reply with context
Review and reuse generated guide drafts
Publish reviewed guides through configured integrations
Keep approved answers in shared collections

Roll out to a larger support team

Make the workflow repeatable across agents.

Pilot one queue before expanding to the team. Give agents a clear rule for when to request a recording, when to reply with video and when to maintain a guide.

Configure the workspace and helpdesk

Choose administrators, install the relevant helpdesk integration, and test a customer request from outside your workspace. Review current plans for request allowances, premium integrations, SSO/SCIM, permissions and retention controls.

Agree on what to collect

Write a short request prompt that names the action to show. Configure technical-log collection only for the cases that need it, and review your organization’s access and retention requirements. Use the trust center for the security review.

Keep the answer useful

Store approved explanations in shared collections. Assign an owner to each guide or SOP, remove customer details and review it when the product changes. Measure requests received, useful replies and guides reused alongside your existing ticket outcomes.

FAQ

Frequently Asked Questions

No. A request link opens in the browser; the customer clicks record and submits. Nothing to install, no account to create on their side.

Yes — a request link can bring back the recording along with browser info and console logs the customer approves, so diagnosis starts with evidence instead of another reply.

Share links work in support conversations. Native integrations, installation steps and plan eligibility vary by helpdesk; check the integration page for your platform before rollout.

Review workspace access, link visibility, retention and the data requested from customers with your administrator. Zight’s trust center and current plans describe the controls and contractual requirements available to your organization.

Ready to show the next customer what to do?

Start with a real ticket: request the missing context, record an answer and save a reviewed guide for the next agent.

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Further reading for your support team

The tools behind it

Other ways teams use Zight