Analytics

How to Track Birdie ROI in Zendesk with a Tag

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 Birdie tag

How to add a Birdie tag

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: share.birdie.so

1. Under Actions, add:

Category: Ticket > Add tags Value: Birdie

1. Click Save

How to Differentiate Incoming vs Outgoing Recordings?

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/

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

How to track when a Birdie Recording Is Requested?

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: birdie.so/rec

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.)

1. Under Actions, add:

Category: Ticket > Add tags Value: birdie_request

1. Click Save

Specific: Zendesk ticket form and custom field

If you've added Birdie to your 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: Present (This checks whether a Birdie video was submitted in the field)

1. Under Actions, add:

Category: Ticket > Add tags Value: Birdie

How to track the Birdie 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 Birdie, type "tags:birdie" into the search bar at the top of the page and press Enter.

4. The results display all Birdie 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 Birdie tickets.