Video calls

Video calling allows you to start a real-time video conversation with your customers directly from a ticket. This makes it easier than ever to provide hands-on support, understand issues faster, and guide users visually.

What is video calling?

With video calling, you can connect face-to-face with your customer without leaving the ticket view. Whether you need to debug a complex issue, reproduce a bug, or simply provide more personal support, video calls help you resolve problems more efficiently.

Key benefits

• Start video calls directly from a ticket
  No external tools or links required—everything happens within the ticket.

• Easily show or reproduce bugs
  Customers can demonstrate issues live instead of describing them in text.

• More direct and personal customer support
  Improve communication and reduce back-and-forth.

• One-click setup
  Start a video call with a single click.

• Works on mobile apps
  Video calls are fully supported on mobile devices.

• Screen sharing included
  Share your screen or let customers show theirs to walk through issues step by step.

How to start a video call

1. Open the ticket you’re working on.

2. Click the video call icon.
   

   

3. The customer receives an instant invite.
   

   

4. Once they accept, the video call starts immediately.
   

   

Video calls last only one hour. After the hour, the video call will end, but you can always start a new one.

Mobile app setup

Enable video calls (mobile only)

To use video calling inside your mobile app, specific permissions for the camera and microphone are required.

Please forward the instructions below to your developer or technical team.

For developers: Required permissions

iOS (Info.plist)

Add the following keys to your Info.plist file:

<key>NSCameraUsageDescription</key>
<string>Camera access is required for video calls</string>
<key>NSMicrophoneUsageDescription</key>
<string>Microphone access is required for video calls</string>

Android (AndroidManifest.xml)

Add the following permissions to your AndroidManifest.xml:

<uses-permission android:name="android.permission.CAMERA" />
<uses-permission android:name="android.permission.INTERNET" />
<uses-feature
  android:name="android.hardware.camera"
  android:required="false" />

Video calls will not work unless these permissions are added to the app.

Once the permissions are in place, video calls can be started seamlessly from tickets in the mobile app.

When should you use video calls?

• When a bug is hard to explain in writing

• When you need to see the customer’s screen or app state

• When guiding a user through a complex workflow

• When faster resolution and personal interaction matter

Video Calling brings customer support closer, faster, and more human—right where your conversations already happen.