SnapCall Visual AI vs Video and Cobrowse for Support by Blitzz

Blitzz provides a user friendly, feature rich solution for remote video inspections, live video customer support, and cobrowse — without a customer app download. Support techs can remotely see a customer's equipment, diagnose and solve issues, markup images and collaborate on solutions. Blitzz Cobrowse for Zendesk integrates right inside your Zendesk interface and lets you instantly see what your customers see on your website or Mobile App in real time and guide them through forms, orders and more. Both Video Support and Cobrowse are available inside the same Blitzz app. When both are enabled, agents switch between them using the top tabs on the ticket sidebar. Administrators can enable or disable each capability independently and choose which tab opens by default. Functionality Video Support High-resolution image capture from live video Time-stamped images with GPS locations Image markup, zoom and OCR text extraction Screenshare, pointer and network quality display Session history per ticket — recordings, files and AI-generated call summaries Integrations with other applications and much more... Cobrowse Single-click cobrowse with no customer app required Session Replay and Enterprise Grade Security Computer and Mobile Co-browse Live visitor list with device detection, plus Enter Code to join a session Session History Every video session created from a ticket is listed under the History sub-tab in Video Support. Open any session to view details, agent notes, captured images, in-app recording playback, chat attachments and OCR extracts, plus an AI-generated call summary with full transcript. How it works Agents use the Zendesk integration to send an SMS, Email or WhatsApp invite and start a video call — no customer app download. Images and artifacts are saved back to the Zendesk ticket. For Cobrowse, agents open the Cobrowse tab to see connected devices for the current ticket, or join via a code the customer shares. Use Cases Banking, Insurance, Telecom, Retail, Utilities, Travel & Hospitality, and Field Service & Warranty — for account management, claims processing, plan selection, guided billing, bookings and remote diagnosis. Start your free trial here. Privacy Notice Data Accessed: Agent email, name and role; Zendesk subdomain; ticket ID, context and tags for Cobrowse device identification. Data Used: Agent credentials sent to Blitzz servers for authentication; session images and notes written back to Zendesk tickets. Data Stored: OAuth tokens for the secure Blitzz–Zendesk connection. For more details: Privacy Policy

SnapCall in few words: Visual AI platform for resolution & Trust SnapCall is embedded seamlessly across all Zendesk channels — ticket, forms, chat, messaging, SMS, voice call, chatbot, and voicebot. And from QR, scheduling interface. SnapCall is triggered through automation or agents, enabling customers to record visual evidence (images, videos, PDFs…) on their own — or capture it alongside an agent via a live video call for real-time assistance. SnapCall analyzes all visual content instantly — whether newly captured by SnapCall interface or already attached to the ticket — turning it into clear, actionable insights. SnapCall displays all media in a powerful in-ticket viewer, with insights automatically added to notes and custom fields. SnapCall is SOC 2 compliant, privacy-first, and ensures no media is stored inside Zendesk. Proven KPI: 46% reduction in resolution time +16% increase in First-Contact Resolution (FCR) Significant improvement in CSAT scores Key Features Make your existing customer’ attachments more powerful with AI (extract data) Your tickets already contain valuable visual evidence — mainly PDFs and images. SnapCall makes these attachments truly powerful by displaying them clearly in the ticket, extracting key information, and analyzing everything instantly with AI according to company use cases. Let customers capture by their own new visual evidence through an AI guided experience Because visuals dramatically improve efficiency, avoiding endless back-and-forth, SnapCall gives customers an easy, guided way to capture new media, including videos, screen record (the preferred channel for end customers), images, and documents. They follow a simple, intuitive customisable flow directly — ensuring you receive accurate and high-quality visual evidence without back-and-forth inside Zendesk This led to drive journey to more automated resolution Let customers escalate to an agent to capture visuals for complex situations When a case is more complex, sensitive, or high-value, SnapCall lets customers escalate seamlessly to a live video call with an agent. Together, they can capture the exact visual evidence needed, ensuring clarity, confidence, and faster resolution. Snapcall Medias viewer inside Zendesk SnapCall centralizes all medias, adds AI insights, and fills custom fields and ticket notes automatically so agents or bot can resolve cases faster. SnapCall integrations SnapCall delivers a best-of-breed experience by embedding leading solutions directly into our interface and Zendesk — creating one seamless workflow for agents and customers. Scheduling with Cal.com — fully embedded Real-time agent availability One-click booking from the ticket Automatic sync and updates in Zendesk KYC & Identity Verification — built in Instant ID verification requests Secure capture of video evidence or documents Full validation without leaving Zendesk Reduced ticket time and lower fraud risk Our best use cases Fraud prevention,Delivery issue qualification, Product/ Goods issue qualification, Software issue qualification, Document, attachment analysis, KYC, IT/ITSM - main offices, Facility management - IT/ITSM - Stores/ location/Franchise, Tech on site Visit snapcall.io to get started! Need help? Check out our support documentation or book a demo with our team. Learn more about our privacy and security practices here