If your support team is struggling to boost their CSAT scores, get replies, or connect with their customers, look no further. With the Zendesk and BombBomb integration, your support team can add video messages to their support ticket responses! Video is faster, more convenient, and more personal than typed-out text, especially when it comes to giving your customers an amazing experience.
You'll be able to record and send live videos right from within a support ticket. You'll have your own video library where you can send pre-recorded videos. And you can record your screen activity for program walkthroughs, tech support tutorials, and many other scenarios.
To learn how to set up the Zendesk and BombBomb integration, watch this video, or keep reading below.
If you'd prefer to read, here's a step by step.
- Setting up the integration
- Adding a new video to a support ticket
- Adding a screen recording to a support ticket
- Adding a video from your video library
Setting up the integration
Step 1: Open a new ticket in Zendesk and click the BombBomb recorder icon beneath the text box.
Step 2: Enter your BombBomb email and password and click "Sign in." That's it! You're all set up.
Adding a new video to a support ticket
Step 1: Click the BombBomb recorder icon beneath the text box in the ticket. Then click to allow permissions for BombBomb to access your Zendesk account and camera and microphone. (You'll only need to do this the first time!)
If needed, edit your recorder settings by clicking the Gear icon in the bottom right corner of the recorder. You can change the video size and select your camera and microphone.
Step 2: To begin recording a video, click the Record icon in the center of the screen.
Pro tip: To finish recording, you can click the Stop icon — or you can hit the space bar to easily end your recording without fumbling with your mouse or keypad!
Step 3: Beneath the video, you will see a few options.
- Re-record your video by clicking "Re-record."
- Play it back by clicking the Play icon.
- Take a thumbnail photo by clicking "Thumbnail" in the upper left corner, if you'd prefer a still image over an animated GIF.
- Add a Call-to-Action banner, which will allow viewers to click on a hyperlink, by toggling on "CTA."
Once you're happy with your video, click "Save."
That's it! Your video is now embedded in your ticket.
Adding a screen recording to a support ticket
Step 1: If you'd like to show someone how to do something on screen, you can record your screen. Instead of clicking the Record icon, click the Screen Recorder icon in the bottom left of the recorder.
Step 2: Your first time using the Screen Recorder, you will see a pop-up. Click the "Open BombBomb Screen Recorder" button, and allow BombBomb to access your camera and microphone.
Step 3: You will see the camera appear in the bottom left corner of your screen.
- Turn your camera off/on by clicking the Video icon.
- Start your video with yourself in fullscreen mode by clicking the Screen icon.
- Change your camera and microphone by clicking the Gear icon.
- Close the Screen Recorder by clicking "Cancel."
- And begin recording by clicking the Record icon.
Step 4: While recording, you can turn your camera on or off, as well as changing your camera to full screen using the same icons as above. Keep track of your time with our counter, and click the Stop icon when you're done recording.
Step 5: Once you've finished recording, you will get a pop-up telling you to return to your window where you started the screen recording. Click "Continue" and return to your Zendesk page.
Step 6: As before, you will have options to re-record, play it back, or take a thumbnail photo if you'd prefer a still image over an animated GIF. Once you're happy with your screen recording, click "Save."
Now your screen recording is inserted into your ticket!
Adding a video from your video library
Step 1: You can also choose a pre-recorded video to insert into your ticket from your video library. Once you've clicked the BombBomb icon in your text box, click the Videos icon on the left side.
Step 2: You can search for videos using the Search field or by labels. (Labels can be added in your BombBomb account.) You can even upload a video from your computer. Click the checkbox next to the video you'd like and click "Insert."
Your video is now inserted!
To sign out of your BombBomb integration or view your subscription, click the BombBomb icon in the text box, and then click the Gear icon. From here, you will see options to view your BombBomb subscription or sign out.