Video support tickets
Customers show the problem on video or screen instead of typing it. Each ticket arrives transcribed and summarized and can open a Zendesk ticket.
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What is a video support ticket?
A video support ticket lets a customer show their problem in a short recording, on camera or on screen, instead of typing a description. Each recording is transcribed and summarized, AI Analysis can put it in a category that rules use to tag and email the right team, and the native Zendesk integration can open a ticket with the summary.
Text support tickets are vague. "It doesn't work" sends agents on a 5-email chase before they even understand the issue.
- Video + screen recording in one ticket submission
- AI transcription, summary, and sentiment
- Route by AI category with Zapier or webhooks
- Agents reply via personal Room video with no ticket ping-pong
How it works, step by step
Replace text-only support forms with video ticketing. Customers show the problem on screen. AI transcribes, summarizes, and labels sentiment, and your automations route each ticket to the right team.
No credit card required. 28-day free trial.
Submit
Step 1: Customer records the issue
Embed the RecRam form as a popup behind a "Report issue" button in your app or help center, or link to it from your email footer. The customer clicks and records the issue in a minute, with their screen on a computer. No account needed, no app to install.
- Add the button to your help center homepage, app sidebar, and error pages to meet customers at the moment of frustration, not buried three clicks into a menu
- Customers record on mobile or desktop without app install or account creation. Camera or screen permission is the only requirement, and showing the issue is often faster than typing a detailed description
Triage
Step 2: AI auto-classifies and routes
AI transcribes the video and labels sentiment (negative = P1, neutral = general), and AI Analysis extracts the issue category. Zapier or webhooks send P1 bugs to Jira; general queries go to the email queue.
- AI extracts the core issue in one sentence: "Customer cannot complete checkout on mobile Chrome: card field fails at step 3", so agents read the summary before watching the video, skipping to the relevant moment
- AI Analysis can score severity per ticket against your own criteria, catching what a keyword match alone would miss
Resolve
Step 3: Agent replies via async Room video
Instead of typing a long reply, the agent records a 2-minute Room video: "I watched your recording. Here's exactly what's happening and how to fix it." Customer watches on their own time. Often resolved in one exchange.
- Agent records a screen share walkthrough: "Let me show you exactly what to do: step 1 is here, step 2 here..." Visual explanation, not written instructions that require interpretation
- Customer watches the resolution video on their own schedule and replies with a follow-up question inside the same Room thread: full conversation history, no separate ticket
What to ask
These are the real questions of "Open a video support ticket", a ready-made video template written for this job. Pieter asks each one on video, and the form branches on the answers shown. Try it live, then start from a copy and change anything.
In the template: Open a video support ticket
1 · Multiple choice
What do you need help with?
“First, what do you need help with today?”
Logging in or account access · Billing and invoices · Something isn't working · How do I do something
2 · Screen, video, voice or text answer
Show us what's happening
“Share your screen and show me exactly what's happening. Talk me through it.”
3 · Short text
What have you already tried?
“What have you already tried, so we don't ask you twice?”
4 · Email address
The email on your account
“What's the email address on your account?”
5 · Yes or no
Is this stopping your whole team from working?
“Is this stopping your whole team from working right now?”
Yes · No
- If “Yes” Best number for an urgent callback
6 · Phone number
Best number for an urgent callback
“Understood. Leave your number, and we'll call you straight back.”
Hosted by Pieter · SaaS support
Open a video support ticket
Answer it the way your respondents will, on your phone or computer. Nothing you record is saved.
What you get back
Every video and voice answer arrives transcribed, with a one-line summary, 3 to 5 keywords and a sentiment label. The template above is new and has no answers yet, so this is a sample response from a different demo form, "How was your order?", as your team sees it.
Transcript · What went wrong?
“I ordered the foaming cleanser, but you sent me the exfoliating toner instead. I really needed the cleanser.”
Chloe Dubois · voice answer
- AI summary
- Customer received the wrong item in their order.
- Sentiment
- Negative
- Keywords
- wrong item, fulfillment, error
- Also answered
- How would you rate your experience? 2 of 5
- Did your products arrive in perfect condition? Something was wrong
- Team comments
Daniel Kim @Priya looks like a pick-and-pack error at station 4. I'll check the warehouse logs.
Follow-up in Room
- Priya ShahHi Chloe, I apologize for the mix-up! I've just processed an overnight order for the cleanser. Keep the toner as a gift!
- ChloeOh wow, thank you! That's very kind and fast.
- Priya ShahHappy to help! Tracking info is in your email.
Room messages are a conversation, not analysed by AI.
Sample from the "How was your order?" demo form, not from this page's template. The respondent and team are fictional; every new RecRam account starts with these sample answers.
Want every answer checked against your own criteria?
Turn on AI Analysis for the form and each answer is also asked your own question: yes or no, a score, a category from your list, sentiment, keywords or a short text. Rules tag or flag the answers that match and email the people you choose.
The RecRam pieces behind it
Everything here is in the same subscription. Integrations send each response on to the tools your team already uses.
Products
- Video FormsThe form itself: a host asks each question on video, people answer by video, voice, screen or text.
- Screen RecordingScreen recording in desktop browsers, with an optional camera overlay. No extension.
- AI AnalysisYour own question on every answer, with rules that tag, flag or email.
- RoomOne-to-one async video threads. Replies need no account, and views are tracked.
Integrations
- ZendeskOpen a Zendesk ticket for each form response, with the respondent as requester.
- SlackPost a message to a Slack channel whenever a new response arrives.
- WebhooksPOST each response to your own URL as signed JSON, on submit, or once transcription and AI analysis are done.
Rated 4.6 out of 5 on G2
From HR, product and marketing teams who collect their answers on video.
Read all reviews on G2“RecRam has solved my 'How do I leave a video testimonial?' problem. Rather than giving clients a confusing process, I now share a RecRam link... Easy as 1-2-3!”
AI video support ticket FAQ
Still have questions? Chat with our team
They won't type it.
But they'll show it.
Start collecting real feedback in video. See what your customers actually think and feel.
