Answer it once, in video, forever
Forty percent of your ticket volume is the same eleven questions. Your agents answer them again every day, in slightly different words, in text, about a workflow that would take ninety seconds to show.
How to create a shipment
Updated today · 11 steps · 2 min read
Open the Shipments workspace
From the left navigation, select Shipments.
Start a new shipment
Click New shipment in the top-right corner.
Choose origin and destination
Search by port code or city name.
The part nobody puts in the job description
The same tickets, forever
Your macros are text. Text is a poor medium for explaining a sequence of clicks, which is why the follow-up question arrives ten minutes later.
Help articles nobody trusts
The screenshots are from two releases ago. Customers notice, stop reading, and open a ticket instead — which is exactly what the article was meant to prevent.
Agents cannot make video
A good video answer takes a good agent thirty minutes they do not have, so it happens for the escalation and never for the routine case.
How teams like yours actually use it
Agents record, the system polishes
An agent records ninety seconds at their desk. It comes back branded, tightened, captioned and with a written version attached. Thirty minutes becomes three.
Rebuild the help center from recordings
Every article gets current screenshots, a video at the top, and a step-by-step body — and re-renders when the flow changes instead of quietly going wrong.
How to create a shipment
Updated today · 11 steps · 2 min read
Open the Shipments workspace
From the left navigation, select Shipments.
Start a new shipment
Click New shipment in the top-right corner.
Choose origin and destination
Search by port code or city name.
Serve the answer in the messenger
Attach walkthroughs to Zendesk macros and Intercom answers so the deflection happens before the ticket is created, not after an agent has typed for six minutes.
Support every language you sell in
Your German customers get German video answers without a German-speaking video producer. Thirty-four languages from the same source.
Create a shipment · 1:48
6 selectedWhat a week looks like
- 01
Mine your top tickets
Start with the eleven questions that make up forty percent of volume.
- 02
Record the answers
An agent who knows the answer records it once, naturally, at their desk.
- 03
Publish into the flow
Macros, help center, messenger and the in-product help widget.
- 04
Watch deflection
Track which answers close tickets and which ones generate a follow-up question.
What changes, measured
- −51%
- Onboarding ticket volume
- 3 min
- To produce a video answer
- +34%
- Self-serve deflection rate
- −22%
- Median time to resolution
We used to budget two weeks and eleven thousand dollars for a launch video. Our last three launches were recorded on a Tuesday and live on Wednesday. The agency invoice line item is gone.
Common objections
The honest answer is: only if it is faster than typing. That is the bar we designed to. An agent hits record, talks for ninety seconds, and stops — no editing, no branding decisions, no export settings. Adoption in support teams tends to be higher than in marketing teams for exactly that reason.
Yes, and for support this is the critical feature. Workspace masking policies detect and blur emails, names, account numbers and payment details automatically, and admins can set rules agents cannot disable. Masking happens at capture, so the values never reach storage.