Video Reply for Zendesk - 2025 Pricing, Features, Reviews & Alternatives

Video Reply for Zendesk is an app that makes the work of customer support representatives more efficient. A customer support team aims to help their requesters to solve problems and answer all questions to make a good user experience. Therefore, companies are now more interested in creating video tutorials and guides.

The plugin is all about it. It allows recording videos from a camera or making videos from screens. Moreover, agents do this directly from a ticket in Zendesk Support.

If you ever struggled with understanding the inquiry because a customer can't describe the issue properly, another feature is a saver. Just use the Request a Video option. It adds a link to your tickets, so when a recipient gets a message, they only need to click on the Video Reply icon and start recording. No app installation. Everything is easy and intuitive.

Video customization allows setting up how your customers will see your video. It is possible to:

- add a company name, logo, and slogan;

- customize a message box;

- complement with your contact info;

- change colors on a preview page;

- manage the size of the 'play' button;

- add custom fields.

The app stores all videos so every agent can search for a tutorial and attach it to tickets. Moreover, every video has statistics, so you can check how many times it was opened and viewed.

It's worth noting, if you need to make agents' interactions efficient and avoid recording the same videos, the Share option becomes helpful. All agents can share their videos with others and use such tutorials to help customers with their issues.

And finally, choose what access levels your agents will have. If some of your agents shouldn't use the application at all, there is a non-access restriction. On the contrary, responsible agents may be granted full access to the app and manage some settings.