Show the customer the fix instead of typing the steps
Some tickets are easy to fix and hard to explain. Nine numbered steps with four screenshots take longer to write than the fix takes to do, and the customer still gets lost at step five. A two-minute recording of your own screen, with your voice, settles it in one reply.
Zidi is a recorder and a video host in one, so the reply is a link, not an attachment. This page is for support agents, customer success managers and founders who still answer their own inbox. It covers the workflow, privacy, the plan you will need, and what Zidi does not connect to.
Answering one ticket with video
Reproduce the question on your own screen
Open the customer's scenario in a test account, start the Zidi Chrome extension, and choose the tab or window. Turn the microphone on and leave the camera off if you prefer; a support answer does not need your face.
Hide what the customer should not see
The extension has a blur tool for parts of the page, which is how you keep another customer's name, an API key or an admin menu out of the recording. Click highlights and the pen show exactly which control you mean.
Stop, and let the cleanup run
The recording is saved to your library when you stop. A transcript is created automatically, and one-click cleanups remove filler words and long silences into a new copy, so a nervous first take still sounds composed.
Paste one link into the reply
Every video has an instant link that opens in any modern browser, on a computer or a phone, with no sign-up. Paste it into the ticket, the email or the chat. If you need to know that this customer watched it, create a per-person tracked link for their email address.
Check whether it was watched before you chase
Analytics show whether the video was opened and how much of it was watched, on every plan. On Starter and Pro the retention curve also shows where viewers stopped, and a customer who left at the step that needs admin rights has told you what the next reply should say.
Keep the good answers
The tenth time a question arrives, the recording already exists. Put reusable answers in a team library so the next agent sends the link instead of recording it again. Free has one library for three people; Starter has five libraries of ten.
What each plan gives a support team
| Capability | Free | Starter | Pro |
|---|---|---|---|
| Videos kept in your library | Up to 10 | Unlimited | Unlimited |
| Recording length | 5 minutes | 2 hours | 2 hours |
| Share links, passwords and transcripts | Included | Included | Included |
| AI subtitles, translation and cleanup | Included | Included | Included |
| Analytics | Views and watch time | Full analytics and tracking | Full analytics and tracking |
| Download as MP4 for a help-center article | Not included | Included | Included |
| AI dubbing into 29 languages (uses credits) | Not included | Included | Included |
| Slack alerts, Zapier and Make | Not included | Not included | Included |
| Price per seat | $0 | $19 a month, or $168 a year | $49 a month, or $468 a year |
Free holds 10 videos in total, not 10 a month, and an edited copy or a cleaned copy made by filler-word or silence removal counts as a video. Deleting a video frees a slot, and deletion is permanent. Cleanup accepts videos up to 15 minutes on Free, 1 hour on Starter and 3 hours on Pro. A team that answers tickets every day will want Starter for the unlimited library alone.
When a recording beats a written reply
Video is not the right answer to every ticket. A password reset or a billing question is faster in text, and text is easier to search later. Recording earns its place when the answer is a sequence on a screen: a setting buried three menus deep, an import that needs columns mapped in a certain order, a report filter that behaves differently from what the customer expects.
The customer watches at their own speed. They can pause at the step where they are, go back ten seconds, and watch again next month when the same task comes round. The share page shows a transcript beside the player, so someone in an open office, or someone who reads faster than they listen, can follow without sound. If you work with customers in other languages, the transcript and the subtitles can be translated.
It also changes the tone of a hard ticket. A calm voice walking through the fix reads as effort in a way that a pasted macro does not. Keep it short, say the customer's goal in the first sentence, and stop as soon as the task is done. Two minutes is long for a support answer.
Privacy: who can open the link, and how to close it
A Zidi video is as private as its link. It is not listed anywhere public and cannot be found by searching; only people who hold the link can open it. There is no separate public or private switch, so for anything sensitive, set a password on the video. The viewer then sees a lock screen, and the password also hides the real title from link previews in chat and social apps.
You cannot revoke a standard link on its own. If a link has travelled further than you meant it to, set or change the password, which locks out everyone who does not have the new one at once, or delete the video. Deletion is immediate and permanent, with no trash folder, and the link stops working for everybody.
Zidi adds no download button for viewers, but that is not protection. The browser's own player menu can still save the file, and anything that plays on a screen can be recorded. Treat a share link as a copy the viewer can keep: blur customer data while you record, and do not put into a support video anything you could not bear to see forwarded.
How Zidi fits beside your help desk
Zidi does not plug into Zendesk, Intercom, Freshdesk, Help Scout or any other help desk. There is no ticket sidebar, no macro button and no automatic attachment to a conversation. The integration is the link: you record, copy, and paste it into whichever reply box you are using. In practice that is one extra tab, and it works the same in every tool.
For the help center, you have two routes. An embed code from the Share dialog places the share page, player and transcript included, inside an article on any platform that accepts an iframe, and embedded views are counted like any other. On Starter and Pro you can also download the MP4 and upload it wherever the help center wants a file.
Teams on Pro can send a Slack alert when a video is viewed, and Zapier or a Make webhook can pass the same events to other systems, for example to add a note to a ticket through your own automation. Those events fire for identified viewers only, which means the customer has to arrive through a tracked link. Treat this as plumbing you build, not as a feature that comes switched on.
What Zidi does not do
- There is no integration with Zendesk, Intercom, Freshdesk, Help Scout or any other help desk. You paste a link into the reply.
- A standard share link cannot be revoked by itself. Set or change the video's password, or delete the video.
- Zidi shows viewers no download button, but the browser's own player menu can still save the video. Do not rely on it as protection.
- There is no live screen sharing with the customer, no co-browsing and no live call. Zidi is for recorded answers the customer watches later.
- Recording needs Chrome or another Chromium browser on a computer. There is no mobile app, so you cannot record from a phone.
- Transcripts, subtitles and their translations are produced by AI and can contain mistakes. Read them before you send a video on a sensitive ticket.
Customer Support questions
Does the customer need a Zidi account to watch the video?
No. The link opens in any modern browser, including Safari on an iPhone and Android browsers, and the customer does not create an account or install anything. A very old phone that cannot decode the video shows a message suggesting a newer device or a desktop browser. An account is only needed to comment or to like a video. If you set a password, the customer needs that password and nothing else.
Can I tell whether a specific customer watched the fix?
Yes, if you send them a per-person tracked link, which you create in the Share dialog for their email address. You then see when they watched and what percentage they reached. A plain share link still counts views and watch time, but it does not tell you who the viewer was.
Is the Free plan enough for a support team?
It is enough to try the workflow. Free allows recordings of up to 5 minutes and holds 10 videos in total, with transcripts, subtitles and cleanup included. A team answering tickets daily fills 10 slots in a week, so plan on Starter at $19 per seat per month for an unlimited library and 2-hour recordings.
How do I keep another customer's data out of a recording?
Record in a test account whenever you can. When you cannot, use the extension's blur tool to cover parts of the page while you record, and record a single tab instead of the whole screen so that notifications and other windows stay out of the picture. If something slips through, delete the video and record it again.
Can I use the same recording in a help-center article?
Yes. Copy the embed code from the Share dialog and paste it into any help-center or site builder that accepts an iframe, in a responsive or a fixed size. On Starter and Pro you can also download the MP4 and upload the file directly, which suits platforms that host their own video.
What happens to the link if I delete the video?
It stops working at once, for everyone. Deletion in Zidi is permanent and there is no trash folder to restore from, so delete only when you are sure. A video that is attached to a campaign cannot be deleted until the campaign is deleted or detached. If you want to cut off access but keep the recording, set or change the video's password instead; that locks out anyone without the new password.
Still stuck? Email support@zidi.ai or contact our team.
Claims on this page were last checked against the product on 2026-09-17.