Does the customer need a Pixelmatic account to watch?

No. Published recordings get a public share link. Anyone with the link opens it in their browser. No sign-up, no login, no app. Just the link.

How does library search help a support team specifically?

Every recording is transcribed automatically, not just the ones you publish. Your team searches across every recording by what was said. If someone handled a similar billing dispute eight months ago and recorded the walkthrough, you can find it by searching for terms that came up in that case.

Can we keep internal handoffs private and only share some recordings with customers?

Yes. Recordings stay private until you publish them. Once published, they're in your org's library (visible to teammates) and you can share them externally via a link. You control which recordings get shared and with whom.

Can we share a recording with only one specific customer, not anyone with a link?

Public links are available on all paid plans. Password-protected links are on the roadmap. For now, the link is open to anyone who has it, so keep that in mind for sensitive cases.

How long does transcription take?

It runs automatically after publish and is typically ready within a few minutes of the recording finishing. Once the transcript is ready, the recording is searchable across your library.

Pixelmatic

Start recording, free

Support handoffs

The full context.
Not just the ticket notes.

Record a two-minute walkthrough of the case: what the customer did, what broke, what you tried. Share a link. The person picking it up has the whole story, searchable and rewatchable.

Start your team's 14-day trial Try the recorder, free

14 days free. No card required.

The problem

Context gets lost.
The next person starts from scratch.

The full story doesn't fit in ticket notes.: What the customer actually did, what you tried, what you ruled out. Three sentences can't hold that. The next person picks up the case and starts from scratch.
You've answered this before. Somewhere.: The same issue surfaces again. You know someone on the team solved something similar eight months ago. You can't find the ticket. You solve it again.
Customer-facing walkthroughs take forever to write.: Explaining a technical process in text takes fifteen minutes of careful writing. Recording it takes three. And the video communicates what text can't.
New support teammates start with a blank slate.: Everything your team has learned from past cases lives in closed tickets and people's heads. There's no catch-up path.

How Pixelmatic helps

Build a library of solved problems.

Every recording your team makes contributes to it automatically. Nobody has to curate it.

Record the walkthrough in seconds: No install, no extension. Open the recorder in your browser, walk through the case, hit stop. You're ready to share before you've opened a new tab.
The transcript is the artifact: Every recording is automatically transcribed, published or not. Your case walkthrough becomes searchable text. The next time a similar issue comes in, your team searches the library and finds your recording.
Search past cases by what was said: Your whole org's library is searchable by transcript, tag, creator, or video title. "Has anyone dealt with this billing issue before?" searches the library. The answer is probably in there.
Customers open it without an account: Published recordings get a public share link. Your customer clicks the link and watches in their browser. No Pixelmatic account, no app, no download.

Where this pays off

Support work worth recording.

Case handoffs when the primary contact is out
Customer-facing walkthroughs for complex technical issues
Tagging a walkthrough with its ticket number or issue category so the next person can find it
Building a library of common case resolutions
Onboarding new support staff with real past cases
Escalating issues to engineering with full visual context

Frequently asked questions.

Try it with your team.

14 days free. No card. Record your next case walkthrough instead of writing it up.

Start your team's 14-day trial Try the recorder first

The full context.Not just the ticket notes.