Summary
Occasionally, when working with a support technician, you may be asked to use a provided link to create a screen recording. This is referred to as the Birdie Screen Recording link. While the appearance of the page may vary slightly each time, it will look similar to the example shown below:
Why is my support technician asking me for this?
Your support technician may request a screen recording to better understand the workflow being used. This is a valuable tool that helps us accurately troubleshoot and identify issues.
Each recording has a maximum length of five minutes. There is no limit to the number of recordings you can create, so if multiple recordings are needed, that is perfectly fine.
How to use the Birdie Link:
Step 1: Click the link that was sent in the ticket. This takes users to a screen that looks like the one below:
Step 2. Choose whether or not to have audio turned on for the screen recording. There is an option to select with or without audio:
Step 3. Once the user has selected their audio preference, they will select (or click on) the Record option as shown in the screenshot below:
Step 4a. Users will then see the blue screen and the very bottom will look like this:
Step 4b. Users will then see the following on their screen:
Step 4c. From there, users can select the Browser Tab, Window, or Entire Screen.
*For this article, I have chosen Browser Tab.
Step 5a. Once the user has chosen the appropriate screen, tab, or window, there will be a few seconds before the recording starts:
**Note that there is a Stop Sharing button in Blue at the top of the screenshot which can be used to stop the screen recording at any time before the five minutes is up.
Step 5b. If you click the Stop Sharing button, the screen will take the user to their Birdie screen, where they can add a note (this is optional), Retry (if unsatisfied with the recording taken), and Finish.
Step 6: When users select Finish, the screen recording will complete, and then it will be sent to the recipient in the existing Support ticket. *Here is what that process will look like from start to finish:
Note: Once users select Finish, the recording is saved. Once saved, the recording will be immediately sent to the original ticket.
As always, if you have any further questions, please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.