Auto Reply

Add Birdie to your Requester Notifications to create auto replies.

If you have setup some Requester Notifications, consider including a recording link.

To add a Birdie Link to your Requester Notifications, watch the video and follow these steps:

To add a recording link to your auto-responses, simply follow the video guide below:

1. In Freshdesk, go to Admin > Email Notifications > Requester Notifications.

2. Select the Requester Notification where you want to add the Birdie link.

3. In Birdie, go to Settings > Helpdesk and copy your "Your Birdie link to paste in Email Notifications and Canned Responses".

4. Paste the link into the message field of your chosen notification with any custom text.

5. Click Save to apply the changes.

From experience, the wording makes all the difference. Here are 2 templates that have performed well. Feel free to adapt them as needed:

Template 1

​Hi [Customer Name], ​

Thank you for reaching out! We’ve received your request and our team is already on it. ​

To help us understand the issue better and resolve it faster, you can record your screen and show us what’s happening: ​

👉 [Click here to record your screen](insert Birdie link) ​

It only takes a minute, and it’ll help us get back to you with the best solution. ​

If you’d prefer, feel free to wait for our reply—we’ll get back to you as soon as possible. ​

Thanks, [Company Name] Support Team

Template 2

Hi [Customer Name], ​

Thanks for reaching out to us! We know how frustrating it can be when things don’t work as expected, and we’re here to help. ​

To solve your issue faster and avoid unnecessary back-and-forth, you can show us what’s happening by recording your screen: ​

👉 [Click here to record your screen](insert Birdie link) ​

It’s quick (just takes a minute!) and gives us the context we need to get straight to the best solution for you. ​

Prefer to wait for our reply? No problem—we’ll be in touch shortly. ​

Looking forward to helping you, ​ [Company Name] Support Team