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Measure Birdie ROI

Based on our experience, there are occasional gaps in the Freshdesk API that can result in the <Birdie> tag not being applied when it should (eg. tickets from Freshdesk portal).

To ensure consistent tagging, we recommend using Freshdesk automations to add the <Birdie> tag:

  1. Go to Freshdek settings and select Automations

  2. Select Ticket Creation and create a New rule:

  3. Then, for the tickets whose description contains share.birdie.so, add a tag called birdie.

  4. Your tags will now be automatically created. ✅

How to Differentiate Incoming vs. Outgoing Recordings

Birdie uses specific URL patterns that let you identify whether a recording is incoming (from customers) or outgoing (to customers):

  • Incoming recordings (from customers): URLs include share.birdie.so/i/

  • Outgoing recordings (to customers): URLs include share.birdie.so/o/

You can use this in your triggers to tag tickets accordingly.

Example triggers:

Trigger name
Condition
Tag added

Birdie – Incoming Recording

Ticket > Comment text contains share.birdie.so/i/

birdie_incoming

Birdie – Outgoing Recording

Ticket > Comment text contains share.birdie.so/o/

birdie_outgoing

How to track when a Birdie Recording Is Requested?

Add a tag birdie_request tag by creating a new rule:

Category: in Ticket if Description Operator: Contains Value: birdie.so/rec AND birdie.so/urec

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