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Record is the most convenient ****customer-facing way to help your users share their issues with all the information you need by simply recording them. It helps you to cut the support handle time, and be more productive, focused, and efficient while making your user much happier and more understandable.

With Zendesk integration, Record experience is faster, easier, and smoother by running everything from one place - your support OS.

Let's start! 🙂

Installation

1. Install Record app on Zendesk

This set of steps can be done only by Zendesk admin

  1. go to Record app page on Zendesk marketplace and click on install.
![](<https://t3623824.p.clickup-attachments.com/t3623824/5671fa69-2a12-4eb2-88c4-3c2f997c5800/image.png>)
  1. select the Zendesk account you want to install Record on.
![](<https://t3623824.p.clickup-attachments.com/t3623824/fb8ab999-7e75-447a-8da4-9495acee94f2/image.png>)
  1. click install again.
![](<https://t3623824.p.clickup-attachments.com/t3623824/4d8468a0-389d-4e2a-8898-d4281e86180f/image.png>)
  1. after app installation is completed - just go back to main zendesk dashboard in the same account you made the installation, and refresh the page.
  2. now you will see Record app in both places - zendesk sidebar & zendesk ticket editor (open and close by clicking on it).

2. Sync your account

Can be done by all support agents with zendesk account, and needs to be done only once.

  1. open Record app on Zendesk and click on Sign In.
![](<https://t3623824.p.clickup-attachments.com/t3623824/3f5425d1-38c3-43aa-878f-b1d70157d209/image.png>)
  1. it will open a new tab for you to allow Record to read & write into your tickets.
![](<https://t3623824.p.clickup-attachments.com/t3623824/6541e9d8-da00-43ac-8457-e2603a179b58/image.png>)
  1. than you'll automatically be redirected to Record dashboard. Login into your account.
    1. if you never signed up to Record - don't worry, you can do it directly from there 🙂.
![](<https://t3623824.p.clickup-attachments.com/t3623824/f331870d-32eb-4a0f-abed-8024b8dbf19e/image.png>)
  1. Go back to Zendesk ➝ and refresh the whole page (not only Record app).
![](<https://t3623824.p.clickup-attachments.com/t3623824/7eb5fac8-53bc-44a9-9a30-8cbdbd490ed4/image.png>)
  1. According to your Record account state, the app will let you know if there are more steps you need to complete (like implementing Record snippet or activate Domain).
![](<https://t3623824.p.clickup-attachments.com/t3623824/db9e1093-4459-4307-88a5-0a378f3577ef/image.png>)
![](<https://t3623824.p.clickup-attachments.com/t3623824/5dbed4e0-6f41-4229-84a1-e3e06bad6986/image.png>)
  1. You're all set and can start using Record!
![](<https://t3623824.p.clickup-attachments.com/t3623824/d2e57daf-2b1f-46bb-8cbd-7eb58ddb9566/image.png>)

<aside> 💡 Why does Record need tickets read & write rights?

Record uses read privilege to get the current ticket id, which helps us to make the connection between the record and his specific ticket.

Record uses write privilege to insert the record as a message from the user, and also for creating a new ticket on behave of the user.

</aside>

How to use Zendesk App

1. Directly from the ticket conversation

Can be done by any support agent with zendesk account

  1. Go to the ticket conversation of your choice.
  2. In the sidebar Apps or in the editor ticket - look for Record app.
  3. select the right domain for the customer.
  4. click on request record.
![](<https://t3623824.p.clickup-attachments.com/t3623824/cd4637ef-a200-481a-993f-89694570f22c/image.png>)
  1. Your editor will now contain a text with a link, that will let your customer record the problem for you.
  2. After the customer will finish, you will see inside the ticket conversation the link to the recording as an answer from the customer.
![](<https://t3623824.p.clickup-attachments.com/t3623824/2c6ba679-8fb7-4002-b64b-94f7d224158a/image.png>)

2. Trigger for creating a ticket

Needs a bit of technical knowledge

  1. Go to your Record account
  2. Go to Settings ➝ Integrations ➝ Zendesk (should be connected already).
  3. Choose the right domain and copy the link.
  4. Whenever you want your customers to be able to record problems, open for them this link (for example on the help button click).
  5. After a Customer will finish recording the problem, you will get a new ticket with the recording already inside the ticket from this customer.

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