Screendesk now works with Gorgias, the helpdesk many ecommerce brands run their support on. When a shopper writes in about a cracked lamp, a missing part or a checkout that won’t go through, your agent can ask for a video from the ticket. The shopper films the problem or records their screen, and the video comes back to the same ticket as an internal note.
Screendesk for Gorgias is in early access. Contact our team to get it for your helpdesk.
Why video for ecommerce support
Ecommerce tickets are often about something physical: a damaged parcel, the wrong size, a product that won’t set up. Photos miss the angle you need, and descriptions go back and forth. A short video shows the whole thing in one go: the box as it arrived, the part that rattles, the error at checkout. Agents can approve a refund or a replacement on the first reply, and the video stays on the ticket for anyone who picks it up later.
What you can do from Gorgias
- Ask for a video with a macro. Screendesk adds a macro to your helpdesk, Screendesk: request a screen recording. Apply it to your reply and it adds a recording link made for this ticket and tags the ticket.
- Let shoppers record without an app. The shopper opens the link in their browser. On a phone they film the problem with the camera; on a computer they record their screen. There is no account to create and nothing to install.
- Get it back on the ticket. When the video is ready, Screendesk adds an internal note with a link to it and tags the ticket (
screendesk-recording-received), so you can filter and report on it in Gorgias. - See the customer’s recordings in the sidebar. The Screendesk widget in the ticket sidebar lists the shopper’s recordings. Its links open Screendesk for the ticket, where you can request a recording, record a response, start a video call, send a booking link or share a video from your library.
AI resolution in Gorgias
With AI resolution turned on, Screendesk investigates a Gorgias ticket once its recording arrives. It reviews the video and the ticket, then adds what it found as an internal note: what happened and a suggested next step. It never replies to the shopper on its own, and AI output can be inaccurate, so your agent checks it before replying.
You can also add closed Gorgias tickets to Knowledge as solved tickets, so investigations draw on how your team solved similar issues before.
How it connects
- In Screendesk, go to Settings → Integrations, open the Gorgias card and enter your Gorgias address (for example
yourstore.gorgias.com). - Approve Screendesk in Gorgias.
- Screendesk adds its widget to the ticket sidebar and its macro to your helpdesk. Agents use their Screendesk seat to open Screendesk from the widget.
Disconnecting Gorgias in Screendesk removes the widget and the macro from your helpdesk.
Get early access
Screendesk for Gorgias is in early access and is not in Gorgias’s App Store yet. Video calls and AI resolution are available on Pro and Enterprise; see pricing. Agents need a Screendesk seat; shoppers never need an account.
See everything the integration does on the Gorgias integration page, read how retail teams use video on the retail & ecommerce page, or contact our team to get early access.
