A new screen recording tool has been integrated into our Help Centre. You can now use the screen recording option directly when submitting a request if you need assistance with an issue. This article explains how the screen recording works, when to use it, and the best practices to follow.

Key advantages of screen recording

Now you can easily share screen recordings with our Customer Support team to show exactly what you are experiencing, or share your own screen to provide clear, visual instructions.

Our team will also be able to share with you the step-by-step video instructions to help you understand the issue and reconfigure, so Aircall can work as expected.

This tool has been deployed to improve security, consistency, and ease of use.

  • All videos, created by both you and our Customer Support team, are securely stored and managed by our Aircall team.
  • Videos are automatically deleted 30 days after creation, but they can also be immediately deleted per your request.

Submit a screen recording

You can provide screen recordings directly from the Help Centre at two key moments:

  • When creating a new request
  • When replying to an existing request

Creating a new request with a screen recording

Note: The option to create a screen recording is available only for certain product areas. If you do not see an option to create a recording, for example during a data request, this means it is not required and you can skip this step.

Our screen recording tool is integrated directly into the support request form, allowing you to attach a recording to your initial request and provide maximum context from the start.

Zendesk ticket view with “Add screen recording” button to record and share an issue..png
  • When submitting a request, you can add a screen recording by clicking on the “Add screen recording” button.
  • Clicking this button opens a new browser tab where you can record your screen.
  • Once the recording is completed, the video is embedded into the request form when it is created.
Tip: Before recording, make sure your video does not display sensitive or personal information, such as payment details, unrelated documents, private messages, or any content outside the scope of your Aircall issue.

Adding a screen recording to an existing request

You can also include a recording when replying to an ongoing conversation. This is useful for answering follow-up questions or demonstrating whether a suggested solution worked.

Zendesk reply editor with text field and option to add a screen recording.png

Steps:

  1. You log in to the Help Centre and open an existing request.
  2. In the reply or comment box, you will see an Add screen recording button.
  3. After recording your screen, the video is automatically attached to your reply.

Browser and access requirements

  • Our screen recording tool is a browser-based tool. You do not need to download or install any software.
  • It should work on all browsers. If issues occur, Google Chrome is the recommended browser.
  • You will see the “Add screen recording” when submitting a new request or replying to an existing one.
Note: If you are unable to make a recording with our tool, you can use another third-party screen recording provider (Example: Loom) and share the recording with us. You can also retry using it in Google Chrome.

Recording limits and editing

  • The maximum length of a screen recording is 5 minutes. Any content beyond this limit will not be captured.
  • You cannot edit a created video.
  • If a video is not satisfactory, you can simply redo the recording.
Tip: Make short and focused recordings to stay within the 5 minute limit and make reviews faster.

Video storage and access

  • Videos are securely stored on cloud servers located in Europe.
  • Recordings are accessible directly from the request they are associated with.
  • Anyone with access to the video link can view the recording.

Video deletion and customer requests

  • All videos are automatically deleted 30 days after creation.
  • You can request deletion of your videos by replying to an existing request or creating a new support request by clicking on “Contact Us” from our Help Centre.
  • Deletion requests are handled by our Support team. Once deleted, it cannot be restored.