Human Request

Birdie x Other Helpdesk

If your helpdesk doesn’t natively integrate with Birdie, you can still request screen recordings using a Request Link. Here’s how:

1. Enable Birdie for Your Helpdesk

1. Go to Birdie Helpdesk Settings and select "Other Helpdesk".

2. Enter your helpdesk name and click Enable.

3. Copy the Request Link—this is what agents will use to request recordings. It looks like this: https://your-subdomain.birdie.so/urec/your-helpdesk

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2. Create a Snippet / Macro / Canned Reply

To make sending recording requests easier:

1. Open your helpdesk’s Snippets/Macros/Canned Responses settings.

2. Create a new snippet/macro/Canned Response (e.g., Request Screen Recording).

3. Add a message like:

   “To help us understand your issue, please record your screen: Click here to record.”

4. Insert the Birdie Request Link. If hyperlinking isn’t supported, just paste the full link instead.

Proven wording template

How you frame a screen recording request matters. Use this proven template for the best results:

We recommend taking a screen recording to help us see the issue from your perspective, enabling a quicker and more accurate answer:

Click here to record your screen

Pro tip: For best results, enable audio and talk us through the steps leading to your issue while recording

Once you’re done:

1. Go to the “Recording” tab

2. Click on Submit

3. Click “Copy the link”

4. Paste the link here

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3. Add dynamic variables: email & ticket id (Optional)

Birdie request links support dynamic URL parameters. These parameters help automatically associate each recording with the right customer and ticket, making recordings easier to track and search later.

Recommended Parameters

Birdie natively understands the following parameters and strongly recommends using them:

• email - the customer’s email address

• ticket - the ticket or conversation ID

• tag - the tag you want to associate with the recording within Birdie

These parameters are used across Birdie (including search), so using them ensures the best experience.

Examples

• In case you need only the customer's email https://your-subdomain.birdie.so/urec/your-helpdesk?email=[e-mail] with [e-mail] being the email variable

• In case you need only the ticket id https://your-subdomain.birdie.so/urec/your-helpdesk?ticket=987654321 with 987654321 being the ticket id variable

• In case you need only the customer's email and ticket id https://your-subdomain.birdie.so/urec/your-helpdesk?email=[e-mail]&ticket=987654321

• And with one tag: https://your-subdomain.birdie.so/urec/your-helpdesk?email=[e-mail]&ticket=987654321 &tag=signup

How Dynamic Parameters Work

Can I use custom query parameters?

Yes. Birdie request links support any standard URL query parameters (key-value pairs). This means you can append your own identifiers (e.g. uuid, thread_id, conversationId, userId, etc.) to match your internal workflow.

Recommended (built-in) parameters

While you can add anything, Birdie strongly recommends always including these two parameters:

• email

• ticket

• tag

They’re natively understood across the product and help ensure a consistent experience.

Search behavior

Birdie recordings can be searched using:

• email

• ticket

• tag

• any custom query parameter you include in the link

So if you pass:

• uuid=abc-123

• thread_id=xyz-789

…you can search for abc-123 or xyz-789 directly in Birdie and find the matching recording.

4. Automatically Post the Video in the Ticket (Optional)

Once a recording is submitted, you can use Birdie’s Webhooks to automatically post the video URL in the appropriate ticket or conversation:

Webhook Integration Guide

Note: In case you use the webhook to post the video in the ticket, you might want to add the following behavior parameter:

• promptcp=0 : It Hhides the final step asking the user to copy and paste the video URL back into the conversation.

Example with behavior parameters:

https://your-subdomain.birdie.so/urec/your-helpdesk?email=[e-mail]&ticket=987654321 &tag=signup &promptcp=0

If you need further information, please don't hesitate to reach out at [e-mail]. We'd be delighted to take a closer look at your specific use case.