Resolve tickets faster with video walkthroughs
Show customers the exact fix instead of describing it in writing. EdithPro lets support teams record step-by-step walkthroughs, build a searchable video knowledge base, and close tickets in minutes, not days.
fewer repeat tickets
faster resolution
CSAT on video replies
support teams
"How do I export my finished project as MP4?"
Opened 2 hrs ago ยท Priority: Normal
Support Agent: Here's a full walkthrough covering exactly this:
Customer: This fixed it instantly, thank you so much!
Six ways support teams use EdithPro every day
From one-off troubleshooting to a self-serve knowledge base that deflects tickets around the clock, EdithPro fits into every part of the support workflow.
Step-by-Step Troubleshooting
Record your screen walking through the exact fix while narrating each action. Customers follow along at their own pace, pausing and rewinding as needed. One two-minute walkthrough replaces a twenty-message back-and-forth thread. When the same question comes up again next week, you send the same video instead of rewriting the same instructions from scratch.
Bug Reproduction for Engineering
When a customer reports unexpected behavior, reproducing it clearly for your engineering team is half the battle. Record yourself walking through the exact steps that trigger the bug, narrate what you expected versus what happened, and timestamp the precise moment of failure. Developers get a complete repro package they can watch in 90 seconds, not a ticket they have to interpret.
Knowledge Base Building
Every solved ticket is a potential knowledge base article waiting to happen. Record the resolution once, tag it by topic and product area, and your entire library grows with every support interaction. Over time, customers find the answer before they submit a ticket at all. Teams using video knowledge bases consistently report ticket deflection rates above 40 percent within the first quarter.
Customer Onboarding at Scale
New users need guidance getting started, but scheduling live calls for every onboarding session is not sustainable. Record personalized setup walkthroughs for different customer segments, send them on day one, and let customers watch on their own schedule. They pause when they need to think, rewind when they miss a step, and move at a speed that actually works for them.
Escalation and Team Handoffs
When a complex ticket moves from tier one to a senior agent or to another team entirely, critical context gets lost in translation. A quick 90-second handoff video explaining what the customer reported, what you already tried, and exactly why you are escalating saves the next agent from starting over. They watch it once and understand the full picture immediately.
Proactive Product Update Guides
Every significant UI change or new feature ships with a wave of incoming support tickets asking the same question: where did this go, and how does it work now? Get ahead of it by recording a quick walkthrough for every major product change before it goes live. Distribute it proactively to affected customer segments and absorb the ticket volume before it hits your queue.
The gap between good and great support is a single video
Most support interactions are slowed down not by the complexity of the problem but by the difficulty of communicating the solution. Video removes that barrier entirely.
- Write multi-step instructions in plain text, hope the customer interprets them correctly
- Back-and-forth replies as the customer misses a step or asks a follow-up
- Rewrite the same instructions every time the same question comes in
- No visibility into whether the customer actually followed the guide
- Complex escalations arrive at engineering with incomplete context
- Product changes ship and immediately generate a flood of identical tickets
- Record the fix once, send a link, and customers follow along step by step at their own pace
- Chapters let customers jump to the exact step they are stuck on without rewatching
- Reuse the same walkthrough video for every future customer with the same question
- View analytics show you exactly how much of the walkthrough the customer watched
- Escalate with a complete repro video so engineering can reproduce it in seconds
- Record product change walkthroughs before launch and deflect tickets proactively
Built specifically for support workflows
EdithPro includes every feature a support team needs to create, organize, share, and improve walkthrough videos.
Timestamped Chapter Markers
Divide your walkthroughs into named chapters so customers jump directly to the step they need. No one watches a two-minute video from the beginning when they only need step three.
Private Secure Sharing
Generate customer-specific links with optional expiry dates and password protection. Sensitive account walkthroughs stay confidential. You control who sees what and for how long.
Searchable Transcript Library
EdithPro AI transcribes every support video automatically. Your entire library becomes keyword-searchable. Find any walkthrough by what was said in it, not just what you named it.
Help Desk Integrations
Embed walkthroughs directly inside Zendesk tickets, Intercom conversations, Freshdesk replies, and HubSpot Service Hub cases. Customers get the video right where they are already looking for help.
Viewer Engagement Analytics
See exactly where customers stop watching your tutorials. If 60 percent of viewers drop off at step four, that step needs a clearer explanation. Real engagement data helps you improve your content over time.
Reusable Clip Library
Organize every walkthrough by product area, issue type, and resolution status. When the same question comes in again, find the right clip in seconds and send it with one click.
One recorded walkthrough, six content types
Recording the fix is just the beginning. EdithPro AI turns every walkthrough video into written documentation, help articles, bug reports, and more. Your support library builds itself.
How to Export Your Project as MP4
- 1Open your project and click the Settings icon in the top-right corner of the editor.
- 2Select the Export tab from the left sidebar in the Settings panel.
- 3Under Output Format, choose MP4 from the dropdown menu.
- 4Set your desired quality level. For most use cases, 1080p is recommended.
- 5Click the Export button and wait for processing to complete.
- 6When the download prompt appears, save the file to your preferred location.
Transcription in 50+ languages
Every video is transcribed automatically. Your support library is fully searchable in any language your customers speak.
Instant help article drafts
EdithPro AI structures your walkthrough into a formatted help center article ready to review and publish in minutes, not hours.
Bug reports with zero writing
Record the repro and let AI generate a structured bug report complete with numbered steps, expected behavior, and actual behavior.
"Our average resolution time dropped from 3.2 hours to 41 minutes after we started sending video walkthroughs instead of written replies. We also built up a library of 200 reusable clips in the first month and our tier-1 ticket volume fell by over half."
Maya R.
Director of Customer Support, FlowHQ
Why the best support teams have moved to video-first
The data is consistent across team sizes, industries, and ticket categories. Video does not just help customers faster, it builds a reusable asset your team benefits from indefinitely.
47 seconds
average time to record a walkthrough for a common issue
Writing the same answer as a structured text reply takes the average support agent between four and eight minutes. Video is faster to create and faster for the customer to act on.
91%
of customers prefer video instructions over written ones for complex tasks
Research consistently shows that visual demonstration outperforms written instruction for multi-step tasks. Support is full of multi-step tasks.
12x
return on a single walkthrough video over its lifetime in a knowledge base
A walkthrough recorded to answer one ticket can be reused hundreds of times. The time investment pays back every time the same question comes in again.
EdithPro vs. traditional text-based support
Common questions from support teams
Everything you need to know before getting your team set up with EdithPro.
What types of support issues work best with screen recording?
Any issue that involves steps works well on video. Software setup, feature walkthroughs, configuration changes, account management tasks, and UI navigation questions are all ideal. Text is fine for simple one-line answers. For anything that requires clicking through multiple screens, video is almost always clearer and faster for the customer.
How do customers view the videos we send them?
EdithPro generates a shareable link your agents paste directly into their ticket replies. Customers click it and watch in any browser with no account or app install required. You can also embed the video player directly inside help desk platforms like Zendesk and Intercom so customers never leave the conversation thread.
Can we build a searchable knowledge base with EdithPro?
Yes. Every video your team records is automatically transcribed by AI and stored in your shared library. The library is keyword-searchable by what was said in the video, the video title, tags you assign, and the date range. You can also organize clips into collections by product area or issue type so agents find the right walkthrough instantly.
How does EdithPro integrate with our existing help desk software?
EdithPro works with Zendesk, Intercom, Freshdesk, HubSpot Service Hub, and any platform that accepts URLs in ticket replies. You copy the video link from EdithPro and paste it into your reply, or use the embed code to show the player inline. Native integrations for one-click sharing directly from the browser extension are available on paid plans.
Is customer data secure in videos we share with them?
Yes. Every video link you share is private by default and only accessible to someone with the specific URL. You can set link expiry dates so older videos stop being accessible after a defined period. Password protection is available on Business and Enterprise plans for particularly sensitive walkthroughs.
Can support agents record screen-only without showing their face?
Absolutely. The camera bubble is optional and can be turned off for any recording. Agents can record screen-only, screen with camera, or audio narration only. Many support teams prefer a conversational screen-plus-voice style because it feels more personal than a silent video, but the choice is entirely up to each agent.
How does AI help us turn videos into help articles?
After recording a walkthrough, EdithPro AI analyzes the transcript and on-screen action to generate a numbered written step guide, a formatted help center article, a structured bug report, or an onboarding email. These AI drafts are starting points. Your team reviews, edits, and publishes them. The typical time to go from a recorded walkthrough to a published help article drops from an hour to under ten minutes.
What analytics do we get on how customers engage with our videos?
For every shared video you can see total views, unique viewers, average watch percentage, the timestamp where most viewers stop watching, and re-watch count. For knowledge base videos you also see week-over-week view trends. These metrics help you identify which walkthroughs are doing their job and which ones need to be rerecorded with a clearer explanation.
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