Overview

Request Screen Recordings from customers.

Birdie is designed to help support agents understand and resolve customer issues faster by requesting screen recordings directly from customers. Instead of relying on lengthy back-and-forth exchanges, agents can see exactly what’s happening on the customer’s screen—streamlining communication and improving resolution times.

Why Request Screen Recordings with Birdie?

Birdie is particularly helpful in two scenarios:

1. Communication Gaps: When customers struggle to describe their issues clearly.

2. Complex Issues: When resolving the issue requires detailed visual context.

By allowing customers to visually share their experience, Birdie reduces misunderstandings and enables agents to take action with confidence.

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Integration with Your Helpdesk

The most popular way to use Birdie is by integrating it directly into your helpdesk. Birdie works seamlessly with platforms like Zendesk, Intercom, Freshdesk, and more. Each integration is tailored to fit the unique workflows of the helpdesk, ensuring that Birdie feels like a natural part of your support process.

Note: The way Birdie works may vary depending on your helpdesk. Be sure to visit the appropriate Helpdesk Documentation for full details on setup and capabilities.

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How Does Birdie Work?

Birdie makes requesting recordings simple and efficient:

• Request Recordings: Agents can ask customers to record their screens directly from the helpdesk.

Request screen recordings from customers

• Effortless for Customers: Customers can easily record their screens without needing to download or install anything.

Then, the customer records their screen for the agent to watch.

• Gain Full Context: Recordings include session and device metadata by default, and Birdie can also capture console logs and network activity.

Once the recording is submitted:

1. Agents can review the video to better understand the issue.

2. If needed, the recording can be escalated to Level 2 support or engineers for further investigation.

Helpdesk

Discover how the Screen Recording integrates seamlessly with your helpdesk: Birdie offers a native integration with the following helpdesks:

ZendeskIntercomFreshdeskFreshchatSalesforce Service CloudJira Service ManagementHelp ScoutHappyfoxForethought

If your helpdesk isn't listed, don't worry—Birdie integrates with all other helpdesks. Contact us with your helpdesk name, and we'll provide you with specific setup instructions.

Standalone

Birdie can be used as a standalone tool, letting you request recordings through email, Zoom chat, or wherever else you need it.

Generate a Birdie Standalone Link

Generate a Birdie standalone link

Should I enter the customer email before generating a link?

If you add your customer's email address, Birdie will be able to automatically link the future recording to the customer.

If you need help or have a question, contact us at [e-mail]