Birdie - Screen Recording
Verified by FreshworksSee issues clearly—resolve tickets faster with screen recordings
Published by Birdie(about 5 months ago)
By clicking on "Install", you acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy. Freshworks may share your contact and usage information with the developer.
Birdie is trusted by 2,500+ leading support teams.
Let customers show the issue with screen recordings, empowering your team to resolve complex tickets 7x faster. Here’s how:
- 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 Freshdesk workflow:
From ticket forms to auto-replies, agent signatures, macros, and AI agents—Birdie integrates seamlessly into every Freshdesk workflow.
- Send Screen Recordings to Customers:
Deliver crystal-clear guidance by sharing screen recordings with your customers.
- Birdie SDK:
Embed Birdie’s recorder seamlessly into your product through any button, link, or element, and receive recordings directly in Freshdesk.
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.
Birdie makes ticket resolution easier, faster, and more efficient for both customers and agents.
Learn more at birdie.so.
For support, email us at support@birdie.so.
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https://docs.birdie.so/birdie-docs/helpdesk/freshchat/installation
Data Management and Storage
Does your app use AI or GenAI features?
No
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
No
Does your app collect / process any End-User data?
Yes
What End-User data does your app collect/process?
screen recordings
What is the purpose of collecting/processing the data?
To make sure screen recordings are in a format readable from every browsers and desktop.
Does your app store any End-User data?
Yes
What End-User data does your app store?
screen recordings
Countries where data is stored
France, United States
What is the purpose of storing the data?
You can also self host the screen recordings if you wish
Does your app share End-User Data with any third party entities?
No
No
Can the End-User data be exported?
No
Can End-User data be accessed through your app logs?
No
Is the End-User data encrypted at rest?
Yes
Elaborate the encryption methodology adopted
Encryption of Customer Data at rest and in transit using TLS 1.2+ with Perfect Forward Secrecy (PFS) across public networks.
Is the End-User data encrypted in transit?
Yes
Elaborate the encryption methodology adopted
Encryption of Customer Data at rest and in transit using TLS 1.2+ with Perfect Forward Secrecy (PFS) across public networks.
Does your app adhere to the OWASP (Open Web Application Security Project) security standard?
Yes
Which OWASP guidelines or recommendations do you follow to ensure the security of customer data?
Birdie takes web security seriously and follows best practices from OWASP, such as input validation, authentication management, and secure data storage.
Does your app permanently delete the customer data as soon as the customer uninstalls the app?
No
What is the data retention period after app is uninstalled?
30 days after workspace deletion
Does your app allow customers to request a custom End-User Data retention period?
Yes
What is the data retention period?
it's customizable in the security settings
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Version History12.0 (February 2025)
In this version we fixed an encoding issue with sent recording links
11.0 (February 2025)
Removed the cobrowse button when not needed.
10.0 (February 2025)
A bug was introduced into the last update leading to a blank app in some circumstances, fixed in this release.
9.0 (February 2025)
Enable auto-update and Minor UI fix (added some padding and removed useless title in the sidebar)
8.0 (February 2025)
This release is an update to the new Freshworks platform v2.3
7.0 (February 2025)
Screen Recording feature can be disabled from Birdie account.
6.0 (February 2025)
Cobrowsing button is now disabled as long as CoBrowsing was not enabled from Birdie backend.
5.0 (February 2025)
We added a button to access our new feature "Start Cobrowsing"
4.0 (February 2025)
In this version we fixed a hidden bug in the sidebar location: when switching between conversations, the sidebar did not refresh the conversation ID, and kept the first conversation found at initialization time. This has been fixed by using the event "app.activated" to refresh this piece of data.
3.0 (February 2025)
No release notes found
2.0 (February 2025)
No release notes found