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.

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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. Identify Customers Automatically (Optional)

If your helpdesk supports email variables, you can attach the customer’s email to the request link by appending ?email={{contact.email}} to the request link.

This will automatically associate the recording with the sender’s email.

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.