HELP CENTER
USING BIRDIE
What is Birdie?
Birdie lets support teams ask customers to record their screen in one click. Every recording arrives with the visual context and technical details needed to understand what happened.
Do customers need to install anything?
No. Customers open a secure recording link in their browser, capture the issue, and send it back without creating an account or downloading software.
Where can I send a recording request from?
Birdie works with your existing support workflow. You can request recordings from tickets, forms, automation, AI support bots, and other customer touchpoints.
What comes with a Birdie recording?
Each recording includes the video, a transcript, exact repro steps, console logs, network requests, and browser, device, and environment information.
Which tools does Birdie integrate with?
Birdie connects with helpdesks including Intercom, Zendesk, Salesforce, Freshdesk, Front, HubSpot, Pylon, Plain, Crisp, Jira, and Help Scout, plus issue trackers, Slack, Zapier, webhooks, and an API.
Can Birdie help engineers and AI investigate issues?
Yes. You can share a complete report with engineering or use Birdie MCP to give compatible AI tools the recording, console logs, network errors, and context needed to identify likely root causes.
Can my team use Birdie for how-to videos?
Yes. Team recordings are included on every plan, so your team can record clear walkthroughs, add annotations, blur sensitive details, trim the result, and share it with customers.
SECURITY & PLANS
Where are recordings stored?
Recordings are stored securely with Birdie by default. Enterprise teams can also bring their own storage and choose the region that matches their data requirements.
How does Birdie protect sensitive data?
Birdie supports privacy controls such as auto-redaction, secure access, custom retention, and audit trails so teams can stay in control of customer data.
How does pricing work?
Birdie uses one flat price based on the size of your support team. Everyone else in your company can watch and share recordings at no extra cost.
Do you charge per seat?
No. Birdie is priced around the size of your support team. Everyone else in your company, including engineering, product, and QA, can access the workspace and watch recordings at no additional cost.
Who counts toward my support team size?
Anyone whose primary role is supporting customers counts toward your support team size, including support leaders, agents, support engineers, and support operations teammates.
Can I cancel my plan anytime?
Yes. You can cancel your Birdie plan at any time.
Which privacy and security controls are available?
Birdie supports GDPR and CCPA compliance, encryption in transit and at rest, privacy controls, storage in Europe or North America, and Enterprise options such as auto-redaction, SAML SSO, SCIM, audit logs, secure folders, and custom retention.
Still have a question?
Our team is here to help you get the full picture, faster.