Screen Recordings

Screen recordings let you record your screen, your camera and your voice right in Resool, then share the video with a link. Teams use them to show a customer how to fix something, explain a bug to a colleague, demo a feature or replace a meeting, because a short video is often faster than writing. You record in the browser, nothing to install, and every recording keeps its views and comments in one place.

#What you can do with recordings

• Record your entire screen, one window, the current browser tab or your camera only, with your microphone and an optional camera bubble.
• Upload an existing video instead of recording.
• Trim and cut the video without losing the original.
• Tag recordings so your team can find them.
• Send a recording in a conversation, or attach it to a task or ticket.
• Share a public link with a password, an expiry date and comments, and see who watched and how much. See Sharing Recordings.

#Before you begin

• To record and share, your role needs Record and share. To watch recordings in Resool, it needs Watch recordings.
• Use a desktop browser that supports screen capture. The first time, your browser asks for permission to share your screen, camera and microphone; allow it.

#How to record your screen

1. In the left rail, open Content › Recordings and click New recording.
2. In the recorder, set up the recording:
   • Name: a title for the recording. If you leave it empty, it's named with today's date.
   • What to record: Entire screen, Window, Current tab or Camera only.
   • Quality: from 720p (HD) up to 4K (Ultra HD, large file). 1080p is selected by default.
   • Microphone: pick a microphone or No microphone.
   • Camera bubble: pick a camera to show yourself in a small bubble, or No camera.
   • Tags: add tags such as Client demo or Support reply, or type your own.
   • Who can watch and Anyone with the link: who can open the recording. You can change both later. See Sharing Recordings.
3. Click Start recording, then choose what to share in your browser's window.
4. While recording, use Pause and Resume as needed. Click Stop and save when you're done, or Discard to throw it away.

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Recordings › New recording

The recorder panel with a name typed, What to record set to Entire screen, Quality 1080p, a microphone and camera selected, two tags, Who can watch set to Everyone in the workspace, the Anyone with the link switch on, the "Max 1 hour per recording." note and the Start recording button.

File: screenshots/screen-recordings-recorder.png

The video uploads while you record. After you stop, Resool saves it and processes it, which usually takes less than a minute. The recording page opens with its status: Uploading, Processing, Ready or Failed.

#How to upload a video

1. Click New recording.
2. Click Upload a video and choose a WebM, MP4, MOV or MKV file.
3. The upload starts and the recording page opens when it's saved.

#How to trim and edit a recording

1. Open the recording and click Edit.
2. Drag the handles to trim the start and end. To cut out a part in the middle, move the playhead and click Split here, select the part and click Remove part.
3. Use Undo, Redo or Restore everything if you change your mind. Press ? to see keyboard shortcuts.
4. Click Save changes.

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Recordings › open a recording › Edit

The editor with the video preview, the timeline with an audio waveform, two parts after a split with one marked as removed, and the Save changes button.

File: screenshots/screen-recordings-editor.png

The original video is always kept, so you can change or undo your edits later with Undo all edits.

#How to send a recording to a customer

1. In the Inbox, open a conversation and click the attach button in the composer.
2. Click Insert a recording.
3. Pick one of your Recent recordings, or click Record new to record one now.

Resool pastes the recording's title and a personal link into your reply. When the customer opens it, the view is linked to their contact, so you can see on the recording page that they watched it.

#How to attach a recording to a task or ticket

Open the ticket or task, find Recordings and click Attach. Pick a recording or record a new one. Click Remove to detach it. The recording page lists everywhere it's shared under Shared in.

#How to find and manage recordings

The Recordings page lists the recordings you can see, newest first.

• Use All or Mine to switch between every recording and your own.
• Click a tag to show only recordings with that tag.
• Use Search recordings to find one by title.
• Open a recording to rename it, change its tags, watch it, comment at a moment in the video, or Download it.

To delete one recording, open it, click More (⋯) and choose Delete. To delete several, click Select, tick the recordings and click Delete. For safety, Resool asks for your password, or a 6-digit code sent to your email, before deleting them. Deleted videos can't be recovered and their links stop working.

#Notes and limitations

• A new recording can be up to 1 hour long. The recorder stops by itself at the limit.
• Uploaded videos must be WebM, MP4, MOV or MKV.
• A recording can have up to 10 tags.
• Recordings count toward your plan's recording storage. When it's full, you can't add more until you upgrade or delete old recordings.
• Only the person who made a recording, and workspace admins, can edit, share or delete it.

#FAQ and troubleshooting

#The recorder says permission was denied.

What you can do:

• Allow screen, camera and microphone access for Resool in your browser's site settings, then try again.
• On macOS, also allow your browser under System Settings › Privacy & Security › Screen Recording.

#The camera bubble didn't appear.

Some browsers don't support the camera bubble. The screen is still recorded. Try a recent version of Chrome or Edge.

#My recording shows "Processing failed".

Record it again or upload the file. If it keeps failing, contact support.

#Can I record the sound from my computer, not just my voice?

Yes, if your browser allows it. Resool asks for the screen's audio along with the picture. When your browser shows its share window, turn on the option to share tab or system audio. Your microphone is recorded too when you pick one.

#What's next?

• Sharing Recordings
• Replying to conversations
• Domains