# Analytics

If you're using Birdie in Zendesk and want to measure its impact on your support operations, the easiest way is to **automatically tag tickets** that include a Birdie screen recording.

This allows you to later filter and compare metrics like resolution time, CSAT, or First Contact Resolution on tickets **with vs. without Birdie**.

### Add a <mark style="color:purple;">**`Birdie`**</mark> tag

<figure><img src="https://3843507234-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FECPgvsGwy5oMz4WIZw3a%2Fuploads%2Fm3wIri8IXjDeogWJE0ZU%2FA.png?alt=media&#x26;token=10dfca82-034d-404a-a757-0e64d7fc6403" alt=""><figcaption><p>How to add a <mark style="color:purple;"><code>Birdie</code></mark> tag</p></figcaption></figure>

1. Go to **Admin Center → Objects and Rules → Triggers**
2. Click **Add Trigger**
3. Name your trigger: `Birdie`
4. Add the following condition:

> **Category:** `Ticket > Comment text`\
> **Operator:** `Contains the following string`\
> **Value:** <mark style="color:purple;">`share.birdie.so`</mark>

5. Under **Actions**, add:

> **Category:** `Ticket > Add tags`\
> **Value:** <mark style="color:purple;">`Birdie`</mark>

6. Click **Save**

<details>

<summary>How to Differentiate Incoming vs Outgoing Recordings?</summary>

Birdie uses specific URL patterns that let you identify whether a recording is **incoming** (from customers) or **outgoing** (to customers):

* **Incoming recordings** (from customers): URLs include `share.birdie.so/i/`
* **Outgoing recordings** (to customers): URLs include `share.birdie.so/o/`\ <br>

You can use this in your triggers to tag tickets accordingly.

**Example triggers:**

| Trigger name                | Condition                                           | Tag added         |
| --------------------------- | --------------------------------------------------- | ----------------- |
| Birdie – Incoming Recording | Ticket > Comment text contains `share.birdie.so/i/` | `birdie_incoming` |
| Birdie – Outgoing Recording | Ticket > Comment text contains `share.birdie.so/o/` | `birdie_outgoing` |

</details>

<details>

<summary>How to track when a Birdie Recording Is Requested?</summary>

1. Go to **Admin Center → Objects and Rules → Triggers**
2. Click **Add Trigger**
3. Name it: `Birdie Recording Requested`
4. Add these two conditions:

> **Category:** `Ticket > Comment text`\
> **Operator:** `Contains the following string`\
> **Value:** <mark style="color:purple;">`birdie.so/rec`</mark>

**AND**

> **Category:** `Ticket > Comment text`\
> **Operator:** `Contains the following string`\
> **Value:** `birdie.so/urec`

(You can use “ANY” logic between the two if they’re in separate groups.)

5. Under **Actions**, add:

> **Category:** `Ticket > Add tags`\
> **Value:** <mark style="color:purple;">`birdie_request`</mark>

6. Click **Save**

<figure><img src="https://3843507234-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FECPgvsGwy5oMz4WIZw3a%2Fuploads%2FwFqWuVsBjTJNWQt4nuHb%2FC.png?alt=media&#x26;token=9df529eb-92f0-4ed8-ace8-f248cebd4533" alt=""><figcaption></figcaption></figure>

</details>

<details>

<summary>Specific: Zendesk ticket form and custom field</summary>

If you've added **Birdie to your** [**Zendesk ticket form**](https://docs.birdie.so/birdie-docs/helpdesk/zendesk/flows/zendesk-ticket-form), and the screen recording URL is posted in a **dedicated custom field** (instead of the comment), you'll need to adjust your trigger slightly.

Here’s how to automatically tag those tickets when a Birdie recording is present:

1. Add the following condition:

> **Category:** `Ticket > [Your custom field name]`\
> **Operator:** <mark style="color:purple;">`Present`</mark>\
> \&#xNAN;*(This checks whether a Birdie video was submitted in the field)*

2. Under **Actions**, add:

> **Category:** `Ticket > Add tags`\
> **Value:** <mark style="color:purple;">`Birdie`</mark>

<figure><img src="https://3843507234-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FECPgvsGwy5oMz4WIZw3a%2Fuploads%2Fz2I7ApxVADuHbjY3Pf2k%2FB.png?alt=media&#x26;token=1d7c8f9f-3877-4dc4-857c-94d67528b366" alt=""><figcaption></figcaption></figure>

</details>

## **How to track the&#x20;**<mark style="color:purple;">**`Birdie`**</mark>**&#x20;tag using Zendesk Explore?**

1. To start, sign in to your Zendesk account and select the "Explore" icon from the main menu to access the Explore dashboard.
2. To see all your tickets, click "Tickets" in the left-hand menu of the dashboard.
3. To find tickets tagged with <mark style="color:purple;">`Birdie`</mark>, type "*tags:birdie*" into the search bar at the top of the page and press Enter.
4. The results display all <mark style="color:purple;">`Birdie`</mark> tagged tickets. Customize data and create reports using columns and filters.
5. To save your search results for future access, click the "Save" button at the top of the page. Give your saved search a name and choose to be notified of new <mark style="color:purple;">`Birdie`</mark> tickets.