50%
Faster Issue Resolution
Reduced
Back-and-Forth Communication
Higher
Customer Satisfaction
Growth
Support Team Productivity
Overview & Challenge
ScreenJar is a powerful browser-based support tool that empowers users to record and share screen videos instantly via a link. It is designed to help support teams understand complex user issues faster without relying on lengthy, confusing text explanations.
The Challenge
Customer support teams often face significant bottlenecks, including:
- Incomplete or unclear issue descriptions
- Time-consuming back-and-forth communication
- Difficulty reproducing bugs accurately
- Increased ticket resolution time
These pain points consistently lead to poor customer experiences and significantly higher operational costs.
Our Solution
ScreenJar simplifies the chaotic support lifecycle by replacing guesswork with crystal-clear visual clarity.
How It Changes Everything
- Record instantly: Users record their screen directly from the browser (no setup).
- Generate links: A shareable video link is instantly generated automatically.
- Attach simply: Videos can be sent straight within support tickets.
This transforms the entire trajectory of customer support from text-based explanations into streamlined, visual problem-solving.
Key Features
Browser-Based Recording
No downloads or installations required. We built a system utilizing WebRTC APIs for one-click recording that works seamlessly across all modern browsers.
Instant Shareable Links
Auto-generated unique URLs are created immediately. The system prioritizes secure, controlled access for easy sharing via chat, email, or tickets.
Seamless Integration
Native integration right out of the box with Zendesk, Intercom, and Freshchat. Support agents can request recordings directly, automating attachments to tickets.
Technology Stack
- Backend: Python, Django
- APIs: REST APIs for highly scalable video handling and link generation
- Database: PostgreSQL for structured and scalable data storage
- Frontend: JavaScript with MediaRecorder & WebRTC APIs
- Integrations: Zendesk, Intercom, Freshchat API pipelines
Key Contributions
- Built a massively scalable backend architecture utilizing Django.
- Implemented a secure, private video upload & storage system.
- Integrated cutting-edge third-party support tool APIs (Zendesk & Intercom).
- Optimized packet performance for real-time video uploads.
- Designed a completely seamless user experience for non-technical users.
Conclusion & Business Value
ScreenJar redefines customer support by replacing guesswork with clarity. By enabling users to visually demonstrate issues, it radically empowers support teams to resolve problems faster and more accurately.
We successfully helped reduce support costs, improve response efficiency, deliver better customer experiences, and scale ticket volume capacity without expanding headcount.