Request or Send a recording directly from Jira agent view:
Reply to a customer vs. Internal note
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.
What does the flow look like on the customer's side?
When an agent requests a recording from a customer, there are two different scenarios:
Customers open the has requested a recording link via Jira's portal. In this case, customers can either:
Copy/paste the recording link into the description field.
Post the recording directly.
Customers open the has requested a recording link via their email. In this case, they need to submit the recording at the end of the recording process.
