Birdie Screen Recording

Birdie is trusted by 2,500+ leading support teams.

Help customers show their issues instead of explaining them - and empower your team to resolve complex tickets 7x faster. Here is how:

SCREEN RECORDING

• Request Screen Recordings from Customers
  Skip the back-and-forth. Enable customers to record their screens to show issues instead of explaining them via text or live calls.

• Capture Console Logs and Network Requests
  Automatically collect console logs, network activity, device details, and session metadata to equip your developers and Level 2 agents with the insights they need for faster troubleshooting.

• Integrate Birdie into every Zendesk Workflow
  From ticket forms to auto-replies, agent signatures, macros, and AI agents - Birdie integrates seamlessly into every Zendesk workflow.

• Send Screen Recordings to Customers
  Deliver crystal-clear guidance by sharing screen recordings with your customers.

• Birdie SDK
  Embed Birdie recorder seamlessly into your product through any button, link, or element, and receive recordings directly in Zendesk.

WHY TEAMS LOVE BIRDIE

• No Downloads Required: Customers record instantly - no installs, no hassle.
• Custom Branding: Ensure a polished, branded experience.
• Hide Sensitive Data: Automatically blur sensitive information for compliance and trust.
• Enterprise-Grade Security: Includes SAML SSO, on-premise options, and customizable data retention policies.
• Proven Results: +60% faster resolutions, -35% escalations, and +20% Customer Effort Score.

PRIVACY & DATA HANDLING

Birdie is designed with security and privacy in mind.

• Data Collected
  Birdie collects ticket identifiers, customer name and email, and agent name and email, as well as screen recordings, console logs, network requests, and technical metadata (such as browser, device, and session information).

• Purpose of Processing
  This data is used solely to associate recordings with the correct Zendesk ticket and participants, and to help support and engineering teams diagnose and resolve issues faster.

• Access & Security
  Data is only accessible to authorized users within your organization. Birdie implements industry-standard security measures including encryption in transit and at rest.

• Data Control
  You retain full control over your data, including the ability to manage retention policies and delete recordings when needed.

For more information, please review our Privacy Policy: https://www.birdie.so/legal#PrivacyPolicy

Birdie makes ticket resolution easier, faster, and more efficient for both customers and agents.

Learn more at https://birdie.so. For support, visit our Help Center: https://docs.birdie.so/birdie-docs/helpdesk/zendesk/flows or email [email protected].