Every support team is under pressure to respond fast. Industry benchmarks show that the average team delivers an initial response within 24 hours and full resolution within 48 hours – and companies that meet these targets consistently see higher customer satisfaction.

But the biggest obstacle isn’t workload… it’s unclear tickets.

What should be a simple 2-minute fix often turns into a long, frustrating thread because the agent can’t see what the customer is seeing.

Why Text-Based Tickets Break Down

1. Most tickets become long back-and-forth threads

On average, support issues require 6–8 message exchanges before reaching resolution – usually because the first message doesn’t contain enough context.

Each follow-up adds delay, slows down resolution, and pushes results further from the ideal 48-hour benchmark.

2. “It doesn’t work” gives zero context

It’s the most common ticket opener, and the least actionable.

No steps. No explanation. No clarity.

3. Screenshots miss the critical moments

Most issues occur between screenshots – during a click, a scroll, or a transition the user didn’t capture.

4. Users don’t speak technical language

They describe symptoms (“the page is broken”), not causes (“the billing modal didn’t load”).

Agents end up guessing instead of solving.

Even with smart routing and automation – which can reduce resolution time by up to 30% – unclear tickets still slow everything down.

The Fix: Ask for a Quick Video Instead

Instead of interpreting vague descriptions, let customers show exactly what’s happening.

With Videolink’s Request a Video, they can record their screen or camera in one click –

no login, no extensions, no delays.

Customers walk you through the issue visually, giving you the missing context that text simply can’t capture.

What Support Teams Gain Immediately

✔ Instant clarity

A quick video shows the real steps leading to the problem – no guesswork, no interpretation.

✔ Fewer messages

Clear communication drastically reduces those typical 6–8 back-and-forth exchanges, turning long threads into simple, solvable conversations.

✔ Faster resolutions

By cutting the clarification cycle, teams get far closer to the industry’s 48-hour full resolution benchmark, often beating it by a wide margin.

✔ Happier users

Customers feel understood instead of interrogated.

✔ Better workload distribution

A clearer first interaction means fewer escalations and less time spent hunting for missing context.

✔ Higher deflection in your knowledge base

Since most unclear issues become clear once demonstrated, these videos can also help teams improve help articles – contributing to the 30% ticket reduction companies see when knowledge bases grow strong.

When to Use “Request a Video”

Video requests are ideal for:

• Bug reproduction
• Account configuration issues
• Billing problems (“Show us the full page”)
• Onboarding blockers
• UX misunderstandings
• Any issue where context matters

If the problem is visual, interactive, or hard to explain – video is the fastest path to resolution.

Clear Tickets = Faster Solutions

Clear communication is the strongest predictor of fast support.

And when customers show their issue instead of describing it, the entire ticket becomes easier, faster, and more human.

Request a Video turns unclear tickets into instantly solvable ones – while helping teams consistently meet (and beat) industry resolution benchmarks.

Sources

1. kpidepot.com – Customer Support Ticket Resolution Time
2. alexanderjarvis.com – What Is Support Ticket Resolution Time in Ecommerce?
3. zight.com – Request Video: A Smarter Way to Collect Customer Feedback and Troubleshoot Issues

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