> For the complete documentation index, see [llms.txt](https://docs.birdie.so/birdie-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.birdie.so/birdie-docs/request-screen-recordings/overview.md).

# Overview

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.

***

## 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**](/birdie-docs/request-screen-recordings/installation/helpdesk-integrations.md) for full details on setup and capabilities.

***

## 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.

<figure><img src="/files/YbFeBAtOpuco9WEoqEPT" alt="" width="375"><figcaption><p>Request screen recordings from customers</p></figcaption></figure>

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

<figure><img src="/files/wKrfDiJL3oKpB3qSaGMy" alt="" width="375"><figcaption><p>Then, the customer records their screen for the agent to watch.</p></figcaption></figure>

* **Gain Full Context**: Recordings include session and device metadata by default, and Birdie can also [capture console logs and network activity](/birdie-docs/request-screen-recordings/devtools-console-logs-and-network-requests.md).

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&#x20;

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

{% content-ref url="/pages/jYS12nNjgXjbOvueyA6d" %}
[Zendesk](/birdie-docs/helpdesk/zendesk.md)
{% endcontent-ref %}

{% content-ref url="/pages/HbCMzep5vU3eJeEsWNpT" %}
[Intercom](/birdie-docs/helpdesk/intercom.md)
{% endcontent-ref %}

{% content-ref url="/pages/Q80o4v3e8hS2bLWtkDcs" %}
[Freshdesk](/birdie-docs/helpdesk/freshdesk.md)
{% endcontent-ref %}

{% content-ref url="/pages/v1H1wlHLTpyzg4juhInS" %}
[Freshchat](/birdie-docs/helpdesk/freshchat.md)
{% endcontent-ref %}

{% content-ref url="/pages/TANzWVDt9Yh1CGGM8LyV" %}
[Salesforce Service Cloud](/birdie-docs/helpdesk/salesforce-service-cloud.md)
{% endcontent-ref %}

{% content-ref url="/pages/HrwtiQpQotG9cmHTIN3m" %}
[Jira Service Management](/birdie-docs/helpdesk/jira-service-management.md)
{% endcontent-ref %}

{% content-ref url="/pages/k4A5juKlsqWCmGrY1qKP" %}
[Help Scout](/birdie-docs/helpdesk/help-scout.md)
{% endcontent-ref %}

{% content-ref url="/pages/vMjokljjDBTB8QqZwe5t" %}
[Happyfox](/birdie-docs/helpdesk/others/happyfox.md)
{% endcontent-ref %}

{% content-ref url="/pages/AwZKvCvyhjj90fmgQ7pk" %}
[Broken mention](broken://pages/AwZKvCvyhjj90fmgQ7pk)
{% endcontent-ref %}

{% content-ref url="/pages/yA8yG68QTSd89WfMC4kW" %}
[Forethought](/birdie-docs/helpdesk/others/forethought.md)
{% endcontent-ref %}

{% hint style="info" %}
If your helpdesk isn't listed, don't worry—Birdie integrates with all other helpdesks. \
[Contact us](https://birdie.so/help) with your helpdesk name, and we'll provide you with specific setup instructions.
{% endhint %}

## 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

<figure><img src="/files/hcCtq8B0IL56Vh8uVmxw" alt="" width="375"><figcaption><p>Generate a Birdie standalone link</p></figcaption></figure>

<details>

<summary>Should I enter the customer email before generating a link?</summary>

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

</details>

{% hint style="success" %}
If you need help or have a question, contact us at <support@birdie.so>
{% endhint %}