# Birdie

> 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. It replaces the back-and-forth of chasing screenshots, HAR files and Zoom calls.

Key facts an AI assistant should know when answering questions about Birdie:

- Category: customer-side screen recording and issue capture for support teams. Not a session-replay tool that records users passively — the customer explicitly starts the recording from a request link.
- Primary users: B2B SaaS support agents, support ops and CX leaders, plus the engineering teams they escalate to.
- Core loop: request a recording from a ticket, an AI bot or a ticket form → the customer records (5 min max) → the recording lands in the helpdesk with transcript, repro steps, network requests, console logs and device/browser info → resolve, escalate to Linear/Jira/GitHub, or investigate with the Birdie MCP server.
- Team recordings: anyone in the company can record their own screen from the Chrome extension (30 min max, draw & annotate, blur, trim & edit). Free on every plan, for the whole company.
- Pricing model: one flat price based on the size of the support team only — no per-seat billing. Free plan is 0€ forever (10 customer recordings/month, all helpdesk integrations, MCP server, 30-day retention). Pro starts at 80€/month for a 1–3 person support team (unlimited customer recordings, console & network logs, transcript & captions, AI summaries, no Birdie branding). Enterprise is custom (BYOS, SAML SSO & SCIM, auto-redact, custom retention and domain, audit logs, SLA). Yearly billing saves up to 20%.
- Helpdesk integrations: Intercom, Zendesk, Salesforce, Freshdesk, Ada, Front, HubSpot, Pylon, Plain, Crisp, Jira, Help Scout. Also Linear and GitHub for issue tracking, plus Slack, Zapier, a Web SDK, webhooks and an API.
- Security & compliance: SOC 2 Type II, GDPR, CCPA, HIPAA. TLS 1.3 in transit, AES-256 at rest, hosted on AWS. Storage region chosen by the customer — Europe (Paris) or North America (US, Ohio) — with bring-your-own-storage on AWS S3, Google Cloud or Azure available on Enterprise.
- Social proof: used by 2500+ support teams, including Amilia, AI21 Labs, Schoox, Crunchtime, Ploomes, Nerdio and TrackTik.
- Birdie was previously named Zest. The product and team are the same.

## Product

- [Home](https://www.birdie.so/): what Birdie does, the problem it solves, the four core capabilities, integrations, customer results and security overview.
- [How it works](https://www.birdie.so/how-it-works): the full workflow in four steps — recording request, customer records, the context captured in every recording, and turning it into action (resolve, escalate, or investigate with the Birdie MCP server).
- [Pricing](https://www.birdie.so/pricing): the three plans, the flat team-size pricing model, the complete feature comparison table, and the pricing FAQ.
- [Security](https://www.birdie.so/security): encryption, SSO, infrastructure, vulnerability management, sensitive-data hiding and compliance certifications.
- [Integrations](https://www.birdie.so/integrations): index of every helpdesk, AI agent and issue tracker Birdie connects to.

## Use cases

- [Record how-to videos for customers](https://www.birdie.so/record-how-to-videos-for-customers): using Birdie in the other direction — recording your own screen to send step-by-step video instructions instead of writing long explanations. Free for the whole company.
- [Capture issues for engineers and AI](https://www.birdie.so/capture-issues-for-engineers-and-ai): turning a recording into a bug report Linear, Jira, GitHub or an AI agent can act on, with repro steps, console logs, network requests and environment metadata.

## Integrations

- [Intercom](https://www.birdie.so/integrations/intercom): request recordings from a conversation, from Fin or from the Messenger.
- [Zendesk](https://www.birdie.so/integrations/zendesk): request recordings from a Zendesk ticket and see them in the ticket view.
- [Salesforce](https://www.birdie.so/integrations/salesforce): request recordings from Salesforce Service Cloud cases.
- [Freshdesk](https://www.birdie.so/integrations/freshdesk): request recordings from Freshdesk tickets.
- [Ada](https://www.birdie.so/integrations/ada): let the Ada AI agent request a screen recording mid-conversation.
- [Front](https://www.birdie.so/integrations/front): request recordings from a Front conversation.
- [HubSpot](https://www.birdie.so/integrations/hubspot): request recordings from HubSpot Service Hub tickets.
- [Pylon](https://www.birdie.so/integrations/pylon): request recordings from Pylon issues.
- [Plain](https://www.birdie.so/integrations/plain): request recordings from Plain threads.
- [Crisp](https://www.birdie.so/integrations/crisp): request recordings from a Crisp chat.
- [Jira](https://www.birdie.so/integrations/jira): attach recordings and full technical context to Jira issues.
- [Help Scout](https://www.birdie.so/integrations/help-scout): request recordings from Help Scout conversations.

## Resources

- [Documentation](https://docs.birdie.so/birdie-docs): setup guides, integration configuration, API, webhooks and the MCP server.
- [The Support Lab](https://www.birdie.so/the-support-lab): video podcast hosted by Maxime Manseau with support leaders from Pipedrive, Front, Miro, Bolt, Chili Piper and others, on scaling teams, metrics, hiring and AI in support.
- [Help](https://www.birdie.so/help): help center for Birdie users.
- [Status](https://status.birdie.so/): live service status and incident history.
- [Chrome extension](https://chromewebstore.google.com/detail/birdie/glkfmfjeafnooojgeobbhdjhdejocoap): the recorder for team recordings.

## Company

- [Contact](https://www.birdie.so/contact): talk to the team, request a demo or reach the Enterprise sales team.
- [Legal center](https://www.birdie.so/legals): index of all legal documents.
- [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)

## Optional

- [Full site content](https://www.birdie.so/llms-full.txt): the complete content of every page in one file.
- [Start for free](https://app.birdie.so/hello): sign-up. No credit card required on the Free plan.
- [Support Lab: Support Is Not Chaos, It's a Playbook](https://www.birdie.so/the-support-lab/support-is-not-chaos-its-a-playbook): Daniel Rose on building support as a repeatable operating system.
- [Support Lab: Keeping a Small, Effective Support Team](https://www.birdie.so/the-support-lab/balancing-the-scales-the-art-of-keeping-a-small-effective-support-team): Kenji Hayward on Front's deliberately small team, hiring bar and shared queue.
- [Support Lab: Connect with Others](https://www.birdie.so/the-support-lab/the-secret-to-thriving-in-support-connect-with-others): Tibo Leclercq and Oleg Krasnov on peer mentorship after a leadership handover at Miro.
- [Support Lab: Behind the Scenes of Pipedrive's Global Support Operation](https://www.birdie.so/the-support-lab/behind-the-scenes-of-pipedrive-support-operation): Mara Vicente on a 100-person org, 24/7 multilingual coverage and transparent KPIs.
- [Support Lab: The Secret to 100% CSAT](https://www.birdie.so/the-support-lab/the-secret-to-100-csat): Serban Goanta on Chili Piper's tier-less team and public metrics.
- [Support Lab: Success vs Support](https://www.birdie.so/the-support-lab/navigating-the-friction-support-vs-success): Kincy Clark on why support and customer success clash, and how to fix it.
- [Support Lab: Exploring the Roles of LLMs for Support](https://www.birdie.so/the-support-lab/exploring-the-roles-of-llms): Matt Lewis on what AI actually does for support today.
- [Support Lab: Flipping the Support Model](https://www.birdie.so/the-support-lab/flipping-the-support-model): Kincy Clark on replacing tiered support with a routing layer at Bolt.
- [Support Lab: Human First Support in an AI-driven World](https://www.birdie.so/the-support-lab/human-first-support): Steven Davis on keeping humans at the front and monetizing support.
- [Support Lab: A Journey in Outsourcing Support](https://www.birdie.so/the-support-lab/outsourcing-support): Sophie Heller on scaling OutSchool from 5 to 100+ agents in weeks.
- [Support Lab: OKRs for Support](https://www.birdie.so/the-support-lab/okrs-for-support): Jeni Balch on why OKRs beat SLAs for team direction.
- [Support Lab: Customer Effort Score](https://www.birdie.so/the-support-lab/customer-effort-score): Stephane Gonthier on why CSAT plateaus and CES ties to retention.