> 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/others/other-helpdesk/flows/human-request.md).

# Human Request

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

{% embed url="<https://youtu.be/yQ_OH0zdYAs>" %}

#### **1. Enable Birdie for Your Helpdesk**

1. Go to [**Birdie Helpdesk Settings**](https://app.birdie.so/settings/helpdesk) 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: <mark style="color:purple;">`https://your-subdomain.birdie.so/urec/your-helpdesk`</mark>

***

#### **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.

<details>

<summary>Proven wording template</summary>

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

*<mark style="color:green;">We recommend taking a screen recording to help us see the issue from your perspective, enabling a quicker and more accurate answer:</mark>*&#x20;

*<mark style="color:green;">**Click here to record your screen**</mark>*

*<mark style="color:green;">Pro tip: For best results, enable audio and talk us through the steps leading to your issue while recording</mark>*

*<mark style="color:green;">Once you’re done:</mark>*

1. *<mark style="color:green;">Go to the “Recording” tab</mark>*
2. *<mark style="color:green;">Click on Submit</mark>*
3. *<mark style="color:green;">Click “Copy the link”</mark>*
4. *<mark style="color:green;">Paste the link here</mark>*

</details>

***

#### **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**

* &#x20;In case you need only the customer's email\ <mark style="color:purple;">`https://your-subdomain.birdie.so/urec/your-helpdesk`</mark><mark style="color:blue;">`?email=`</mark><mark style="color:green;">`name@company.com`</mark> with <name@company.com> being the email variable
* In case you need only the ticket id\ <mark style="color:purple;">`https://your-subdomain.birdie.so/urec/your-helpdesk`</mark><mark style="color:blue;">`?ticket=`</mark><mark style="color:green;">`987654321`</mark> with 987654321 being the ticket id variable
* In case you need only the customer's email and ticket id\ <mark style="color:purple;">`https://your-subdomain.birdie.so/urec/your-helpdesk`</mark><mark style="color:blue;">`?email=`</mark><mark style="color:green;">`name@company.com`</mark><mark style="color:blue;">`&ticket=`</mark><mark style="color:green;">`987654321`</mark>&#x20;
* And with one tag: \ <mark style="color:purple;">`https://your-subdomain.birdie.so/urec/your-helpdesk`</mark><mark style="color:blue;">`?email=`</mark><mark style="color:green;">`name@company.com`</mark><mark style="color:blue;">`&ticket=`</mark><mark style="color:green;">`987654321`</mark> <mark style="color:$primary;">`&tag=`</mark><mark style="color:green;">`signup`</mark>&#x20;

<details>

<summary>How Dynamic Parameters Work</summary>

**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.

</details>

#### **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:

{% content-ref url="/spaces/LNLpSh5W2kAOtQ9wcLkW/pages/x39kUGzkN6PvtcBYX8Ry" %}
[Webhook Integration Guide](/birdie-docs/birdie-api/webhook-integration-guide.md)
{% endcontent-ref %}

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:**

<mark style="color:$primary;">`https://your-subdomain.birdie.so/urec/your-helpdesk?email=`</mark><mark style="color:$success;">`name@company.com`</mark><mark style="color:$primary;">`&ticket=`</mark><mark style="color:$success;">`987654321`</mark> <mark style="color:$primary;">`&tag=`</mark><mark style="color:green;">`signup`</mark> <mark style="color:$primary;">\&promptcp=</mark><mark style="color:$success;">0</mark>

{% hint style="info" %}
If you need further information, please don't hesitate to reach out at [*support@birdie.so*](mailto:support@birdie.so). We'd be delighted to take a closer look at your specific use case.
{% endhint %}


---

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