Zight Customer Support Hub

Zight Customer Support Hub is a specialized platform designed to accelerate customer service workflows through visual communication tools and AI automation integrated directly into Zendesk. It enables support teams to create and share screen recordings, GIFs, and screenshots within tickets, request video feedback from customers, and generate AI-powered summaries and standard operating procedures (SOPs).
The core value lies in reducing ticket resolution time by replacing text-heavy communication with visual explanations, minimizing back-and-forth interactions, and enabling scalable, enterprise-grade support operations. It prioritizes clarity, efficiency, and security while maintaining compliance with SOC 2 Type II, HIPAA, and GDPR standards.

AI-Powered Summaries & SOP Generation: Automatically converts support interactions into concise summaries and procedural documentation using natural language processing (NLP), reducing manual effort in creating knowledge base articles. This feature analyzes screen recordings, chat transcripts, and ticket history to generate actionable insights.
Zendesk Integration with Visual Media Embedding: Enables direct insertion of pre-recorded videos, annotated screenshots, and GIFs into Zendesk tickets without requiring external uploads or tab switching. Supports real-time screen recording with system audio capture for live troubleshooting during support sessions.
Request Video (Beta): Allows teams to send secure links to customers, prompting them to submit screen recordings of issues without requiring logins or software downloads. This feature captures user screens, audio, and camera input, streamlining complex issue diagnosis and reducing miscommunication.

Slow Ticket Resolution: Addresses inefficiencies in text-based support by replacing lengthy email threads and chat exchanges with visual media, cutting first response time (FRT) and average handling time (AHT) by up to 10x.
Target User Group: Designed for customer support teams, success managers, and QA specialists in tech, healthcare, and SaaS industries who rely on Zendesk, Slack, or Microsoft Teams for ticket management.
Typical Use Cases: Resolving software bugs via screen-recorded walkthroughs, onboarding clients with video tutorials, documenting SOPs from recurring support scenarios, and securely handling sensitive customer data under compliance frameworks.

Differentiation from Competitors: Combines screen recording, AI automation, and helpdesk integration into a single platform, unlike fragmented tools like Loom (video-only) or Snagit (static screenshots).
Innovative Features: Smart Actions automate the conversion of support replies into polished documentation, while AI search indexes past tickets and media for instant retrieval, eliminating manual folder navigation.
Competitive Edge: Enterprise-grade security with SOC 2 Type II certification, SCIM provisioning, and domain-level controls, paired with seamless interoperability across Zendesk, Jira, Confluence, and Slack ecosystems.

How does the Zendesk integration improve support workflows? The integration embeds Zight’s media tools directly into Zendesk’s interface, allowing agents to record screens, annotate images, or select pre-made GIFs without leaving the ticket. This eliminates file uploads and ensures all visual context remains tied to the ticket history.
What is Request Video and how does it work? Request Video lets agents generate a shareable link sent via email or chat, prompting customers to record their screen, camera, and audio to demonstrate issues. The submitted video is stored securely in Zight’s hub with timestamped annotations, accessible directly in Zendesk for analysis.
Can Zight be used outside of Zendesk? Yes, Zight operates as a standalone desktop and browser app (Windows, Mac, Chrome) with plugins for Slack, Microsoft Teams, and email. Media created in Zight can be shared via URL in any platform, though Zendesk integration unlocks additional workflow automation.

Close tickets faster with automated video support