Recordings tied to tickets

Screendesk stores support videos and links them to the tickets they explain. A Beam agent watches for a new recording, reads its metadata, and applies your rule for where it belongs. It attaches the video to the matching ticket and updates the record so agents see it in context. When the recording cannot be matched to an open ticket, or the customer reference is missing, the agent does not guess; it routes the item to a person, who ties it to the right case or asks the customer for more detail.

Requested screen captures

Screendesk lets support teams ask customers to record their screen. A Beam agent sends a capture request when a ticket meets your approved condition, then watches for the returned video. Once it arrives, the agent reads the ticket, notes the recording against it, and moves the case to the next status your workflow defines. If a request goes unanswered past the window your rule sets, the agent flags the ticket for a person, who decides whether to follow up, extend the window, or continue troubleshooting without the recording rather than letting the case stall silently.

Queue updates from video

Screendesk activity can drive where a ticket sits in the support queue. A Beam agent reads each new recording, applies your routing rule, and updates the ticket owner, tag, or priority to match. Cases with a clear match move automatically and the agent notes what changed. When a video suggests a problem the rule does not cover, or spans more than one open ticket, the agent holds the change and notifies a person, so a human keeps the judgment call on priority and ownership instead of an automated guess reshuffling the queue.