# Birdie — Full site content > Birdie is a screen recording tool for B2B SaaS customer support teams. Support agents send the customer a secure link; the customer records their screen in one click — no download, no installation, no account — and the recording comes back inside the helpdesk with repro steps, transcript, console logs, network requests and environment metadata. This file contains the complete content of every public page on www.birdie.so, in reading order. Source: https://www.birdie.so/ — Birdie was formerly named Zest. --- # Home URL: https://www.birdie.so/ Title: Screen Recording for Support Teams | Birdie Description: Ask customers to show you the issue. Birdie captures screen recordings with repro steps, console logs and network data, straight into your helpdesk. ## Hero **Ask customers to show you the issue** Send customers a link to record their screen. Get the video, repro steps, and logs back in your helpdesk. Skip the back-and-forth. Calls to action: Start for free · Get a demo Works great with: the helpdesks your team already uses. Trusted by 2500+ support teams around the world. ## The problem Your team can't investigate customer issues if they can't see what happened. Today, that means endless back-and-forth with customers, chasing screenshots, or jumping on Zoom calls. And most of the time, you are still guessing. ## Customers show the issue instead of explaining it No installation, download, or account required. Ask customers to record their screen so your team can watch the issue exactly as it happened. - Customers can record in one click from a secure link - The recording is automatically attached to the ticket ## See the steps and environment behind the issue See what the customer did, their setup, and everything around the issue. - See the exact sequence of actions that led to the issue - See the issue from the customer's real device and setup - See how your product interacts with its browser (extensions, network conditions, and so on) ## Capture the technical data needed for deeper investigation For complex issues, Birdie captures console logs, network requests, and metadata automatically. No more chasing customers for HAR files. Escalate with everything Engineering needs. Every recording is presented with tabs for Transcript, Console, Network and Info, so an agent can read the failing request and its response payload without leaving the recording. ## Add Birdie to your existing support workflow Request screen recordings from AI support bots, ticket forms, or any tickets. Birdie integrates with your existing helpdesk. Three entry points: - **Agent-initiated requests** — an agent asks for a recording from an open conversation. - **Ticket form** — let customers record their issue when submitting a support ticket. - **AI support bot** — the bot requests a recording mid-conversation. ## We integrate seamlessly with Intercom, Zendesk, Salesforce, Freshdesk, Ada, Front, HubSpot, Pylon, Plain, Crisp, Jira, Help Scout. ## The results support teams see with Birdie > Birdie captures the screen, logs, and repro steps, saving our team from endless follow-ups and giving engineers what they need to fix issues faster. > — Lauren Bougie, Manager of Customer Care, Amilia > Before Birdie, customers sometimes sent videos of their issues, but it was rare and messy. Birdie made screen recordings part of our workflow, and changed how we troubleshoot issues. > — Matt Lewis, Head of User Operations, AI21 Labs Reported outcomes at Schoox (Christos Chrysos, Director of Customer Support): - **79% Zoom calls deflected** — the team used to get on a Zoom for anything it could not reproduce; sending a Birdie request link made most of those calls unnecessary. - **+32% fewer escalations** — a lot of what was escalated was not an engineering problem, just a visibility problem; the support team now works it out itself. - **55% faster time to resolution** — complex tickets used to take three rounds of questions before the real problem was understood; engineering now gets the whole picture without asking. - **20% better customer effort score** — Birdie removes back-and-forth that customers found frustrating, and is easy for them to use. ## Built for teams with security requirements Control how recordings are stored, accessed, and protected. Birdie meets the security standards enterprise teams expect. - Store recordings on your own infra (AWS, Azure, GCP) - Auto-redact sensitive data - Custom data retention policies Certifications displayed: GDPR, AICPA SOC 2, HIPAA. ## Closing call to action (on every page) **Stop guessing what customers mean. See what actually happened.** Ask customers to record their screen and capture the context behind the issue. Start for free · Get a demo --- # How it works URL: https://www.birdie.so/how-it-works Title: How Birdie Works: From Ticket to Root Cause Description: Send a recording request, let the customer show the issue in one click, and get the transcript, repro steps and technical context back in your helpdesk. **How support teams investigate issues with Birdie** From endless back-and-forth to seeing exactly what happened. ## Step 01 — It all starts with a recording request Request a screen recording from any support workflow. - **From a ticket** — ask for a screen recording from an existing conversation. Example exchange: the customer writes "Hey, I'm facing an issue with my form submission, it doesn't work and freezes my window", the agent replies "Can you record your screen so we can see what's happening?" and sends a recording link. - **From an AI bot** — easily build custom-made automation scenarios. - **From a ticket form** — let customers record their issue when submitting a ticket, with a "Show us with a video / Record my screen" option in the form. Works inside your current helpdesk. ## Step 02 — Skip the back-and-forth. Let customers show the issue The customer records in one click from the secure link. No download, no account. ## Step 03 — See exactly what happened Every recording includes the context behind the issue, organised in tabs: - **Transcript** — what the customer said, with timestamps. - **Repro steps** — the exact sequence of actions that led to the issue. - **Network** — every request with method and status code, and the full response body for failing calls. For example, a `POST` returning `422 Unprocessable Entity` with `"error": "VALIDATION_FAILED"`, `"field": "email"`, `"message": "Email already in use by another account"`. - **Console** — console logs captured during the session. - **Info** — browser, device, OS and environment metadata. ## Step 04 — Turn the recording into action Whether you solve it yourself, ask AI, or involve engineering, you have everything you need. - **Resolve directly** — understand the issue and fix it without back-and-forth. The agent replies in the ticket with the actual fix rather than another question. - **Escalate when needed** — share with engineering a complete report they can act on, as a ready-made issue in the tracker with the recording link attached. - **Investigate with Birdie MCP** — send the full context to Claude, ChatGPT and others. Ask "What went wrong here?" with a recording link; Birdie calls `birdie_mcp` to fetch the recording, console logs and network errors, then reports the root cause and a suggested fix. In the worked example, the root cause is that the email address was already associated with another account, and the suggested fix is to enforce email uniqueness on the server and return a clear validation error instead of an unknown error. ## Customer quote > Birdie cut our average resolution time in half. Instead of having endless back-and-forth with the customer, we watch the recording and know exactly what went wrong. > — Alejo Saavedra Cortés, CX Operations Manager, Crunchtime ## Support and engineering finally see the same thing The same recording. The same context. From the customer to your team. - **Customers** — show the issue instead of explaining it. No download, no account. - **Support** — no more guessing what the customer meant. Resolve with no back-and-forth. - **Engineering** — skip the "cannot reproduce" loop. Get full context up front. --- # Pricing URL: https://www.birdie.so/pricing Title: Pricing: One Flat Price per Support Team | Birdie Description: Free forever for 10 recordings a month. Pro from €80/month for unlimited recordings, console logs and AI summaries. Team recordings free on every plan. **One flat price for your whole support team** Everyone else in your company uses Birdie free. Price is set by the size of your entire support team. Tiers: 1–3 people, 4–10, 11–20, 21–50, 51–100, 100+. Billing toggle: Monthly or Yearly, saving up to 20% with yearly. ## Free — 0€ forever - 10 customer recordings / month - All helpdesk integrations - MCP server - Everyone can watch and share recordings ## Pro — from 80€ / month (1–3 person support team) — Recommended Everything in Free, plus: - Unlimited customer recordings - Console & network logs - Transcript & captions - AI summaries - Remove Birdie branding ## Enterprise — custom Everything in Pro, plus: - Custom data retention - Custom domain - Auto-redact sensitive data - Bring your own storage (BYOS) - SAML SSO & SCIM - Audit logs - Priority support & SLA ## Team recordings — included on every plan Record your own screen to send how-to videos for customers or capture issues in one click for engineers. Free for your whole company, on top of everything above. - Unlimited team recordings - Draw & annotate - Console & network logs - 15 min recording length - Blur sensitive data - Trim & edit ## Full feature comparison **Capture customer issues** | Feature | Free | Pro | Enterprise | |---|---|---|---| | Customer recordings | 10 / mo | Unlimited | Unlimited | | Recording length | 5 min | 5 min | 5 min | | Request recordings from tickets, AI bots and forms | Yes | Yes | Yes | | Everyone can watch and share recordings | Yes | Yes | Yes | | Console & network logs | — | Yes | Yes | **Branding & customer recorder** | Feature | Free | Pro | Enterprise | |---|---|---|---| | Web recorder | Yes | Yes | Yes | | Logo, background color & subdomain | Yes | Yes | Yes | | Multi-language recorder | Yes | Yes | Yes | | Customizable recorder footnote | — | Yes | Yes | | Remove Birdie branding | — | Yes | Yes | | Custom domain | — | — | Yes | **Record your own screen** | Feature | Free | Pro | Enterprise | |---|---|---|---| | Team recordings | Yes | Yes | Yes | | Recording length | 30 min | 30 min | 30 min | | Chrome extension recorder | Yes | Yes | Yes | | Console & network logs | Yes | Yes | Yes | | Draw & annotate | Yes | Yes | Yes | | Blur sensitive data | Yes | Yes | Yes | | Trim & edit | Yes | Yes | Yes | **Powered by AI** | Feature | Free | Pro | Enterprise | |---|---|---|---| | MCP server | Yes | Yes | Yes | | Transcript & captions | — | Yes | Yes | | AI summaries | — | Yes | Yes | **Integrations** | Feature | Free | Pro | Enterprise | |---|---|---|---| | Helpdesks | Yes | Yes | Yes | | Issue trackers | Yes | Yes | Yes | | Messaging (Slack) | Yes | Yes | Yes | | Automation (Zapier) | Yes | Yes | Yes | | Web SDK | Yes | Yes | Yes | | Webhooks | — | Yes | Yes | | API | — | Yes | Yes | | Routing rules | — | Yes | Yes | **Access & identity** | Feature | Free | Pro | Enterprise | |---|---|---|---| | Role-based permissions | Yes | Yes | Yes | | Google SSO | Yes | Yes | Yes | | Two-factor authentication | Yes | Yes | Yes | | SAML SSO | — | — | Yes | | SCIM / user provisioning | — | — | Yes | **Privacy controls** | Feature | Free | Pro | Enterprise | |---|---|---|---| | GDPR opt-in | Yes | Yes | Yes | | Recording privacy controls | Yes | Yes | Yes | | One-time request links | — | Yes | Yes | | Auto-redact sensitive data | — | — | Yes | | Domain restrictions | — | — | Yes | | Secure folders | — | — | Yes | **Data residency & retention** | Feature | Free | Pro | Enterprise | |---|---|---|---| | Storage location (US or EU) | Yes | Yes | Yes | | Recording retention | 30 days | Unlimited | Unlimited | | Custom data retention | — | — | Yes | | Multi-region storage | — | — | Yes | | Bring your own storage | — | — | Yes | **Governance** | Feature | Free | Pro | Enterprise | |---|---|---|---| | Audit logs | — | — | Yes | **Support & services** | Feature | Free | Pro | Enterprise | |---|---|---|---| | Channels | Email, chat | Email, chat | Email, chat, video, Slack | | Support level | Standard | Standard | Priority | | Dedicated account manager | — | — | Yes | | Tailored onboarding & education | — | — | Yes | | Solution design | — | — | Yes | | SLA & custom contracts | — | — | Yes | ## Pricing FAQ **How does Birdie's pricing work?** Birdie has one flat price based on the size of your entire support team. Everyone else, including engineering, product, and QA, can access Birdie and watch recordings at no additional cost. **Do you charge per seat?** No. Birdie doesn't use seats. Your whole company can access your Birdie workspace. You only pay for your support team. **Who counts toward my support team size?** Everyone whose role is supporting your customers. For example, if your team is 1 head of support, 2 team leads, 11 support engineers (level 1, level 2, and so on), and a support operations team of 4, your entire support team is 18 people, so you're in the 11–20 tier. **Can I cancel my plan anytime?** Yes, anytime. **Where are my recordings stored?** You choose where your recordings are stored on Birdie's servers, in either Europe (Paris) or North America (US, Ohio). On Enterprise, you can also store recordings in your own infrastructure, such as AWS, Google Cloud, or Azure. --- # Security URL: https://www.birdie.so/security Title: Security **Security first** Birdie takes security seriously. The relationship with customers is built on trust, and Birdie takes security precautions accordingly. A security documentation pack — including the SOC 2 report, an architecture overview and security practices — is available on request from security@birdie.so. ## Security measures - **Single Sign-On (SSO)** — SAML 2.0 SSO lets you authenticate users in your own systems without requiring additional login credentials. - **Data encryption** — data is encrypted in transit using TLS 1.3 and at rest using AES-256. - **GDPR & CCPA compliance** — Birdie's products, processes and procedures are built to meet GDPR and CCPA requirements. - **Secure infrastructure** — Birdie uses AWS for hosting. Data centers are monitored around the clock, use biometric scanning, and are continuously certified across security and compliance frameworks. - **Database permissions** — data access is logged and limited to authorized employees who need it for their job duties. - **Vulnerability management** — Birdie regularly scans production infrastructure, applications and networks for vulnerabilities. ## Hide sensitive data Sensitive data is automatically hidden in your web app, which helps meet company policies and builds trust with customers. ## Trusted security and compliance Birdie complies with SOC 2 Type II, GDPR and CCPA. This means enterprise-level protection aligned with AICPA SOC standards, and lets customers run Birdie in line with privacy regulations and their own internal security standards. ## What security-conscious customers say > I was looking for a secure method for my team to help customers without logging into their production environments. Birdie minimizes the risk of security and privacy issues. > — Jerry Ishmael, Client Support Team Manager, TrackTik > No more vague bug descriptions or endless Slack threads with engineers. We're resolving issues faster than ever. > — Joelle Lapointe, VP of Customer Experience & Operations, Amilia > Before Birdie, customers would sometimes send us videos of their issues, but it was rare and unstructured. Birdie made screen recording a seamless part of our workflow, transforming how we diagnose and resolve issues. > — Matt Lewis, Head of User Operations, AI21 Labs Contact the security team at security@birdie.so. --- # Integrations URL: https://www.birdie.so/integrations Title: Birdie integrations Description: Helpdesks, AI agents and issue trackers Birdie connects to. **Screen recordings in every support tool you use** Birdie plugs into your helpdesk, your AI agent and your issue tracker. Request a recording from the conversation you are already in. All integrations: Intercom, Zendesk, Salesforce, Freshdesk, Ada, Front, HubSpot, Pylon, Plain, Crisp, Jira, Help Scout. Each integration page follows the same structure: how to request a recording from that tool (from a conversation, from the AI agent, from the customer-facing widget or form), what every recording contains (transcript, repro steps, network, console, info), and how to turn it into action (resolve directly, escalate to the issue tracker, or investigate with the Birdie MCP server). ## Works on Intercom URL: https://www.birdie.so/integrations/intercom Description: Connect Intercom to request screen recordings from any conversation. Customers record their screen in one click and the video appears right in your inbox. Request screen recordings from Intercom and see them directly in the conversation. - **From a conversation** — ask for a screen recording from an existing conversation. - **From Fin** — build custom-made automation scenarios with Fin or Workflows. - **From the Messenger** — let customers record their issue directly in the Messenger. ## Other integration pages - Zendesk — https://www.birdie.so/integrations/zendesk - Salesforce — https://www.birdie.so/integrations/salesforce - Freshdesk — https://www.birdie.so/integrations/freshdesk - Ada — https://www.birdie.so/integrations/ada - Front — https://www.birdie.so/integrations/front - HubSpot — https://www.birdie.so/integrations/hubspot - Pylon — https://www.birdie.so/integrations/pylon - Plain — https://www.birdie.so/integrations/plain - Crisp — https://www.birdie.so/integrations/crisp - Jira — https://www.birdie.so/integrations/jira - Help Scout — https://www.birdie.so/integrations/help-scout Beyond helpdesks, Birdie also connects to Linear, Jira and GitHub for issue tracking, Slack for messaging, Zapier for automation, plus a Web SDK, webhooks and an API. --- # Record how-to videos for customers URL: https://www.birdie.so/record-how-to-videos-for-customers Title: Record How-To Videos for Customers | Birdie Description: Record and share clear video instructions in seconds. Blur sensitive data, auto-generate captions and share publicly or privately. Free on every plan. **Send clear video instructions to customers** Record your screen, show the solution step by step, and share it in seconds. Free for your team. Call to action: download the Chrome extension. Unlimited recordings. ## Show customers exactly what to do Record a quick walkthrough instead of writing a long explanation. Use it to reply on the spot or reuse it for common questions. - **Reply on the spot** — show the exact clicks, skip long written explanations. - **Reuse what you record** — send the same answer again, embed recordings in your knowledge base. ## Everything you need to record videos for customers Free for your org, no limit. - **Blur sensitive information** — hide confidential or personal data before you share. - **Auto transcript and captions** — captions and transcripts are added automatically, so customers can follow along. - **Edit recordings** — trim and cut so your recordings look polished, with no need to start over. - **Custom domain** — match your brand and build trust by sharing recordings from your own domain. - **Unlimited recordings** — record as many videos as you like. - **Instantly share, publicly or privately** — send a public link, or lock it down so only invited people can view. - **Draw and highlight** — add arrows and highlights so customers know exactly what to do. ## Customer quote > We originally used Birdie for customer issues. Now we also use it instead of Loom to send quick videos to customers. > — Anne Araújo, Customer Support Supervisor, Ploomes --- # Capture issues for engineers and AI URL: https://www.birdie.so/capture-issues-for-engineers-and-ai Title: Bug Reports for Engineers and AI Agents | Birdie Description: Turn a customer recording into a bug report engineers and AI agents can act on: repro steps, console logs, network requests and environment metadata. **Capture issues in one click. Ready for engineers and AI agents.** Record your screen, show the issue step by step, and share it in seconds. Free for your team. Call to action: download the Chrome extension. Unlimited recordings. ## See exactly what happened Every recording includes the context behind the issue: transcript, repro steps, network requests, console logs and environment information. ## Turn a recording into something engineers and AI agents can act on - **Send to your existing tools** — create a ready-to-use issue report for Linear, Jira, GitHub, or wherever your team already works. - **Investigate with Birdie MCP** — feed the full context of the issue to your AI agent to identify the likely root cause and suggest what to fix. In the worked example, asking "What went wrong here?" with a recording link makes Birdie call `birdie_mcp` to fetch the recording and console logs, then report that the save failed because the email address was already linked to another account, that the API answered `422 VALIDATION_FAILED` on `/v1/users/me`, and that the UI swallowed the error and showed a generic message — with the suggested fix being to surface the server's validation message on the email field. ## Everything you need Free for your org, no limit. - Blur sensitive information - Auto transcript and captions - Edit recordings (trim and cut) - **Used across your company** — Birdie gives QA, Support, Product and Engineering a shared way to report issues with the context engineers need. - Unlimited recordings - Instantly share, publicly or privately - Draw and highlight ## Customer quote > Now QA, Product, and Customer Success all use Birdie to capture issues and send them to engineering. Engineers get the full report instead of chasing people for details. > — Chuck Mikuzis, Product Manager, Nerdio --- # The Support Lab URL: https://www.birdie.so/the-support-lab Title: The Support Lab: A Podcast for Support Leaders | Birdie Description: Maxime Manseau talks with support leaders from Pipedrive, Front, Miro, Bolt and Chili Piper about scaling teams, metrics, hiring and AI in support. **Video podcast — The Support Lab.** Learn from the world's top support minds. ## Episodes - **Support Is Not Chaos. It's a Playbook** (49:41) — Daniel Rose has spent 25+ years turning support into a repeatable operating system. He breaks down the playbook that travels across teams and companies. https://www.birdie.so/the-support-lab/support-is-not-chaos-its-a-playbook - **Balancing the Scales: The Art of Keeping a Small, Effective Support Team** (50:54) — Kenji Hayward runs Front's support with a deliberately small, elite team. He explains the hiring bar, the shared queue model and the rituals that prevent burnout. https://www.birdie.so/the-support-lab/balancing-the-scales-the-art-of-keeping-a-small-effective-support-team - **The Secret to Thriving in Support: Connect with Others** (46:33) — Tibo Leclercq and Oleg Krasnov share the story of a leadership handover at Miro that became a lasting peer mentorship, and a lesson for every lonely support leader. https://www.birdie.so/the-support-lab/the-secret-to-thriving-in-support-connect-with-others - **Behind the Scenes of Pipedrive's Global Support Operation** (56:32) — Mara Vicente opens the doors of Pipedrive's 100-person customer solutions org: 24/7 multilingual coverage, solutions engineers, transparent KPIs and AI done thoughtfully. https://www.birdie.so/the-support-lab/behind-the-scenes-of-pipedrive-support-operation - **The Secret to 100% CSAT: Automation & Customer Love at Chili Piper** (45:59) — Serban Goanta explains how a 10-person, tier-less team sustained a perfect CSAT for a full year: internal tooling, email-first support and metrics published in public. https://www.birdie.so/the-support-lab/the-secret-to-100-csat - **Navigating the Friction: Success vs Support** (46:14) — after interviewing dozens of customer success professionals, Kincy Clark maps out why support and success clash, and the systems that turn friction into collaboration. https://www.birdie.so/the-support-lab/navigating-the-friction-support-vs-success - **Exploring the Roles of LLMs for Support** (36:13) — Matt Lewis works inside an LLM company and runs its support. He separates the AI hype from the tools that already work, and those about to change the industry. https://www.birdie.so/the-support-lab/exploring-the-roles-of-llms - **Flipping the Support Model: Lessons from Bolt's Journey** (51:59) — Kincy Clark tore down the classic tiered support model at Bolt and rebuilt it around a routing layer, problem structure and teams matched to what people do best. https://www.birdie.so/the-support-lab/flipping-the-support-model - **Human First Support in an AI-driven World** (52:57) — Steven Davis makes the case for putting humans at the front of support while automation works behind the curtain, and for monetizing support along the way. https://www.birdie.so/the-support-lab/human-first-support - **A Journey in Outsourcing Support** (51:48) — when OutSchool grew 20x overnight during the pandemic, Sophie Heller scaled support from five people to over a hundred agents in weeks, largely through outsourcing. https://www.birdie.so/the-support-lab/outsourcing-support - **OKRs for Support** (40:26) — Jeni Balch shows how OKRs give support teams what SLAs never will: a direction, a transformation goal and a reason to be invested beyond the queue. https://www.birdie.so/the-support-lab/okrs-for-support - **The Most Important Metric: Customer Effort Score** (40:19) — Stephane Gonthier explains why CSAT plateaus and how Customer Effort Score gives support leaders an actionable signal directly tied to retention and revenue. https://www.birdie.so/the-support-lab/customer-effort-score --- # Legal center URL: https://www.birdie.so/legals Title: Legal | Birdie Description: Birdie's privacy policy, terms of service, DPA, cookie policy and legal notice, plus our subprocessor list and where customer data is hosted. What we commit to, in writing. Everything that governs how Birdie works, and how we handle the data you trust us with. - Privacy Policy — https://www.birdie.so/legals/privacy-policy - Cookie Policy — https://www.birdie.so/legals/cookie-policy - Terms of Service — https://www.birdie.so/legals/terms-of-service - Data Processing Addendum — https://www.birdie.so/legals/data-processing-addendum - Legal Notice — https://www.birdie.so/legals/legal-notice --- # Other pages and destinations - **Contact** — https://www.birdie.so/contact — talk to the team, request a demo, or reach Enterprise sales. - **Help** — https://www.birdie.so/help — help center for Birdie users. - **Documentation** — https://docs.birdie.so/birdie-docs — setup guides, integration configuration, API, webhooks and the MCP server. - **Sign up** — https://app.birdie.so/hello - **Status** — https://status.birdie.so/ - **Chrome extension** — https://chromewebstore.google.com/detail/birdie/glkfmfjeafnooojgeobbhdjhdejocoap - **YouTube** — https://www.youtube.com/@Birdie_inc - **LinkedIn** — https://www.linkedin.com/company/birdiedotso/ 2026 © Birdie. All rights reserved.