> 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/jira-service-management/flows/human-request.md).

# Human Request

<figure><img src="/files/S6UV2rqf9r2j2u5UCtBw" alt=""><figcaption><p>Requesting a recording</p></figcaption></figure>

<details>

<summary>Reply to a customer vs. Internal note</summary>

Agents should copy and paste the generated link:

* into a reply if they want to request a recording from a customer.
* into a note if they want to request a recording from a teammate.

![](/files/QGcvM7LXMJZ3XJ5l8inO)

</details>

<details>

<summary>What does the flow look like on the customer's side?</summary>

When an agent requests a recording from a customer, there are two different scenarios:

1. Customers open the <mark style="color:purple;">`has requested a recording`</mark> link **via Jira's portal**. In this case, customers can either:
   1. Copy/paste the recording link into the description field.
   2. Post the recording directly.
2. Customers open the <mark style="color:purple;">`has requested a recording`</mark> link **via their email**. In this case, they need to submit the recording at the end of the recording process.

</details>