Allow us to send videos to support (chat and tickets)

Hi team!

I'd like to make a suggestion, not regarding the Wrike platform per se, but for the overall Custom Support experience.

I know the support chat underwent some major changes recently (before the holidays), but one thing I find myself struggling with is being able to properly demonstrate an issue with just screenshots and/or step-by-step explanations. I find it extremely debilitating to not be able to send screen recording videos over chat. Not only that, but we cannot upload videos on tickets via the "Submit a Request"; I feel like we were able to some time ago, but I could be misremembering.

I think it would be a huge win if we could send / attach this type of format to save time on both ends; the user raising the issue and the support agent to see exactly how something in-platform is behaving or steps taken to replicate an issue.

Furthermore, I think it would be helpful if we could attach these types of files to the forums as well! Oftentimes, I find myself wanting to help my peers from all over on Community boards and not everything can be turned into a short GIF to be able to upload. It would be beneficial to all to be able to add screenshots.

Thanks ☺️

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Comments

Florian Kislich

Hi Anna, I can confirm that I was able to upload screen recording videos (in mp4 format) to support requests so far.

I second your requests.

Florian

Ali Moses

This would be such a help and I'd imagine it would help out the support team as well!

Anna Giacobbe

Thanks for the support, @Florian Kislich! I usually reply via email after I've opened a ticket and add my attachment if it's a screen recording, but it's always a few extra steps to do so and I never quite know if it attaches properly.

@Ali Moses thanks for your support and I couldn't agree more! I try to make my steps as clear as possible, but it's always easier to just watch through a recording IMO!

Pietro Poli

I use vidyard and send video by a link.

Rohan V

Hi @Anna Giacobbe 👋

This is a unique feedback post! I can see how attaching a video/screen recording could be beneficial for both our support team and Wrike users. Also, having the capability to attach video format files to forums will be an added advantage.

I’m forwarding your suggestion to the team now and will keep you updated on any developments 👍

Thank you, @Florian Kislich, @Ali Moses and @Pietro Poli for supporting and suggesting workarounds 🙂