> For the complete documentation index, see [llms.txt](https://docs.birdie.so/birdie-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.birdie.so/birdie-docs/helpdesk/freshdesk/flows/portal.md).

# Portal

To allow customers to submit tickets with screen recordings, you need to add Birdie to your Freshdesk Portal

{% hint style="warning" %}
**Requirements:**

* You are a Freshdesk Admin.
* [Birdie Freshdesk app](https://www.freshworks.com/apps/freshdesk/screen_recording_by_zest_1/) is already installed on your Freshdesk. 
  {% endhint %}

## Add Birdie to your Freshdesk portal

Here is what the Birdie button looks like:

<div align="center"><figure><img src="/files/xwmcjN9bhmFKv0p6mi3W" alt=""><figcaption><p>Birdie on your Freshdesk portal</p></figcaption></figure></div>

#### Here is the installation walkthrough:

{% embed url="<https://youtu.be/LtEQe_nG1o0>" %}
How to install Birdie on your Freshdesk Portal
{% endembed %}

## Customize the Birdie button on your Freshdesk portal

By default, the Birdie button is located under **Description,** and the video URL is posted in **the Description field** once customers have recorded their video.

You can customize both its appearance and behavior. For example, in the demonstration below, the Birdie button appears in a different position, and the video URL is assigned to a specific field:

<figure><img src="/files/5n6KzGB1spRtdGe6rCtO" alt=""><figcaption><p>Move the button to a different location in the form 📍</p></figcaption></figure>

<figure><img src="/files/qAgtUaWYVTHVfAt5o2Dt" alt=""><figcaption><p>Post the Recording URL in a Custom Field</p></figcaption></figure>

<details>

<summary>I want to change the color of the button 🎨</summary>

To customize the background color of the button, add <mark style="color:red;">`?bgcolor=FF00FF`</mark> at the end of the snippet URL and replace the color code with your desired one. This will override the color set in your Birdie settings page.

[**Here is 1-min demo video** ](https://youtu.be/lKrcHzCuRpQ)🎥

</details>

<details>

<summary>Change the text and/or language of the button 🖊</summary>

**Option I - Change the text**

You can easily change the text of the Birdie button. Before you insert your code snippet into your Freshdesk theme layout, just include a "birdieSettings" object:

[**Here is a 1-min demo**](https://youtu.be/XcWcE8jDo4s) 🎥

```jsx
<script>
// those are all the default strings you may want to change:
window.birdieSettings = {
  freshdesk_form: {
  	button_label_start: "Record my screen",
  	button_label_stop: "Stop recording",
  	button_label_show: "Show Recorder",
  	tip_message: "💡 Tip: Add a screen recording to your request",
  	email_error_message: "Enter a valid email address",
  	success_message: "Here is the recording:"
  }
}
</script>

<!-- Then paste here your snippet found in your Birdie Freshdesk Settings page… -->
<!-- <https://app.birdie.so/settings/helpdesk#freshdesk> --> 
```

**Option II - Change the text depending on the languages**\
\
Birdie Freshdesk Form snippet comes with preset messages in German, French, Spanish, Portuguese, and English. But you can adjust these messages or add your own translations.

Before you insert your code snippet into your Freshdesk theme layout, just include a "birdieSettings" object with translated keys:

```jsx
<script>
// those are all the default strings you may want to change:
window.birdieSettings = {
  freshdesk_form: {
  	button_label_start: "Record my screen",
  	button_label_stop: "Stop recording",
  	button_label_show: "Show Recorder",
  	tip_message: "Tip: Add a screen recording to your request",
  	email_error_message: "Enter a valid email address",
  	success_message: "Here is the recording:"
  }
}

var detected_language = "en";
if (window?.HelpCenter?.user?.locale) {
		// this is your user language info coming from Freshdesk 
    detected_language = window.HelpCenter.user.locale.substring(0, 2);
} else if (navigator.language) {
		// this is the browser detected language info 
    detected_language = navigator.language.substring(0, 2);
}

if (detected_language == "de") {
	// you can customize german strings:
	window.birdieSettings.freshdesk_form.button_label_start = "Bildschirmaufnahme starten";
	window.birdieSettings.freshdesk_form.button_label_stop = "Bildschirmaufnahme beenden";
	window.birdieSettings.freshdesk_form.button_label_show = "Bildschirmrekorder anzeigen";
	window.birdieSettings.freshdesk_form.tip_message = "Tipp: Sie können uns anstelle einer schriftlichen Anfrage auch ein Video schicken.";
	window.birdieSettings.freshdesk_form.email_error_message = "Geben Sie eine gültige E-Mail-Adresse ein.";
	window.birdieSettings.freshdesk_form.success_message = "Hier ist die Aufzeichnung:";
} else if (detected_language == "ru") {
	// or customize russian strings, etc. 
}
</script>

<!-- Then paste here your snippet found in your Birdie Freshdesk Settings page… -->
<!-- <https://app.birdie.so/settings/helpdesk#freshdesk> --> 
```

</details>

<details>

<summary>Move the button to a different location in the form 📍</summary>

**You can customize where the Birdie button appears in your form.**

1. **Create a custom ticket field** in Freshdesk (e.g., "Screen Recording").
2. In your Fresh**desk theme layout**, make sure the Birdie snippet is added.
3. Then, add a `birdieSettings` object that includes the `conditional_display` parameter.\
   Set its value to match the exact name of your custom field (e.g., `"Screen Recording"`).

This tells Birdie to only show the recording button when that field is present in the form.

[**2-min demo video**](https://youtu.be/eDVl5Yg3rlo) 🎥

```jsx
<script>
// those are all the default strings you may want to change:
window.birdieSettings = {
  freshdesk_form: {
  	button_label_start: "Record my screen",
  	button_label_stop: "Stop recording",
  	button_label_show: "Show Recorder",
  	tip_message: "💡 Tip: Add a screen recording to your request",
  	email_error_message: "Enter a valid email address",
  	success_message: "Here is the recording:",
        conditional_display: "Screen Recording",
        show_conditional_field: "False",
  }
}
</script>

<!-- Then paste here your snippet found in your Birdie Freshdesk Settings page… -->
<!-- <https://app.birdie.so/settings#freshdesk> --> 
```

</details>

<details>

<summary>Post the Recording URL in a Custom Field 🔗</summary>

By default, Birdie posts the recording URL in the description field. If you'd prefer to have the recording URL automatically placed in a different field, follow these steps:

1. **Create a new custom field** in your Freshdesk form.\
   → For example, name it **Screen Recording**.
2. **Update your Birdie settings** in the theme layout snippet:\
   Add a `birdieSettings` object with the `conditional_display` parameter set to the exact name of the custom field you just created.
3. **Make the custom field visible (optional):**\
   If you want users to see the recording URL in the form, set `show_conditional_display` to `true`.<br>

```jsx
<script>
// those are all the default strings you may want to change:
window.birdieSettings = {
  freshdesk_form: {
        conditional_display: "Screen Recording"
        show_conditional_field: "True",
  }
}
</script>
```

**Visibility Consideration**: If you decide to hide this custom field from customers, ensure it remains visible to agents. This allows agents to access the recording URL even if it’s not shown to the customer

</details>

<details>

<summary>Display the button down a specific path 🐾</summary>

Make sure that you have already installed the "birdie Settings" object, which includes the `conditional_display` parameter. You can find more information on how to do this [here](#move-the-button-to-a-different-location-in-the-form).

[**Then check this 1-min demo video**](https://youtu.be/iKqs0qVXevU) 🎥

</details>

<details>

<summary>Specify "Record my screen" as a required field 🔒</summary>

Make sure that you have already installed the "birdie Settings" object, which includes the `conditional_display` parameter. You can find more information on how to do this [here](#move-the-button-to-a-different-location-in-the-form).

[**Then check this 1-min demo video**](https://youtu.be/SM9m3V-VEqA) 🎥

</details>

<details>

<summary>I can't see the Birdie button on the portal</summary>

If you made a copy of the original theme to make changes, make sure that the new copied and modified theme has been applied:\
![](/files/rXFTMKEiJvHUCxS35JPW)

</details>


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