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 variables: email & ticket number (Optional)

If you can, append the email and/or ticket number to the Birdie Request Link. This will ensure each recording is associated with the correct customer email and ticket number.

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

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

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

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 GuideThis guide explains how to securely and reliably receive Birdie screen recording webhooks in your backend.

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