Using the Birdie Screen Recorded When Raising a Ticket 

The Cora helpdesk has the Birdie screen recorder built directly into the new ticket form. Using it when you report an issue gives our support team everything we need to investigate from the first message — no follow-up requests, no extra tools to install, and no files to attach.

This article explains what Birdie captures, why it shortens resolution times, and how it works for both customers raising tickets and agents picking them up.

Why use Birdie instead of a screenshot or screen recording?

A traditional screenshot or screen recording shows us what happened. A Birdie recording shows us what happened and why, because it captures the technical context of the session alongside the video. That difference is the single biggest factor in how quickly we can resolve an issue.

Without Birdie, the typical path for a non-trivial bug is:

1. Customer raises the ticket with a screenshot or short recording.
2. Agent reviews and requests a .har file, console export, browser/OS details.
3. Customer reproduces the issue, captures the diagnostics, sends them back.
4. Agent correlates the diagnostics with the original recording.

With Birdie, steps 2 and 3 disappear. The recording arrives with everything attached.

What a Birdie recording captures?

When you start a Birdie recording from the ticket form, the following is captured automatically alongside the video:

• Screen activity — what you see, click and type (sensitive fields are masked by default).
• Network traffic — the equivalent of a .har file: every request the page made, with status codes, timings, headers and payloads.
• Console output — JavaScript errors, warnings and log messages from the browser.
• Environment details — browser, version, operating system, screen resolution, viewport.
• User context — the page URL and timestamp of the session.

All of this is bundled with the recording and linked to the ticket. There is nothing for you to download, package or attach.

What a Birdie recording captures?

How to record a Birdie when raising a ticket

1. Open the new ticket form in the Cora helpdesk.
2. Click the Record my Screen button on the form.
3. Reproduce the issue in the browser tab you want to record. The recorder runs in the background.
4. When finished, click Stop. The recording link is attached to the ticket automatically.
5. Submit the ticket as normal.

You do not need to install anything. The recorder runs in the browser and only captures the tab you choose.

Security and access

Recordings are stored on a dedicated AWS instance managed under Cora's security model.

• Access is restricted to the Cora support and engineering teams who handle your tickets.
• Recordings are not publicly accessible, and links cannot be shared with parties outside the controlled audience without an explicit per-recording access change.
• Sensitive form fields (passwords, payment data) are masked at the point of recording, before the data leaves your browser.
• Access can be adjusted or revoked at any time — unlike a .zip file, a recording does not leave your control once it has been sent.

If your organisation requires recordings to be viewable by a wider internal audience (for example, by colleagues who were not the original reporter), this can be enabled on a per-recording basis. Speak to your Cora support contact and we will arrange it on the ticket in question.

When to use Birdie

Use Birdie whenever the issue is reproducible in the browser. In particular, it is the fastest route to resolution for:

• Unexpected errors, blank screens or partial page loads
• Slow page or report performance
• Workflow or permission issues where the behaviour depends on the user's session
• Anything that previously prompted us to ask for a .har file or console log
• Where specifc steps must be followed

A screenshot is still fine for cosmetic issues, copy errors or feature requests where there is no behaviour to reproduce.

Frequently asked questions

Does Birdie capture other tabs or applications? No. It captures only the tab you select when you start the recording.

How long can a recording be? Recordings are intended for capturing a specific issue — typically under five minutes is ideal. Long sessions are supported but make it harder for the agent to find the relevant moment.

What if I record something sensitive by mistake? Contact your Cora support agent on the ticket and ask for the recording to be removed. Because the recording is stored centrally rather than distributed, removal is immediate and complete.

Can I download a copy of the recording? Recordings are designed to stay within the controlled platform. If you have a specific need for a downloadable copy, raise it with your support agent and we will discuss the options on a case-by-case basis.

Does it allow me to talk and detail what I am facing in more detail? Yes, it allows you to share your microphone to add more context or not, as you choose.

For agents: accessing Birdie recordings from a ticket

Birdie recordings raised against a ticket are accessible directly from the ticket view:

• The recording link appears in the ticket description or as a linked artefact on the ticket.
• Clicking the link opens the Birdie player in the browser — no download, no local storage.
• The player shows the video alongside the synchronised network panel, console panel and environment details, so you can scrub to the moment the error occurred and see exactly what the browser was doing at that point.
• Recordings remain tied to the ticket for its lifetime, so they are searchable and re-viewable later (e.g. when a similar issue recurs, or during a post-incident review).

If you need to share a recording with engineering, share the ticket link — the Birdie reference travels with it.

If you have any questions about using Birdie or want a walkthrough for your team, contact the Cora Customer Support team via the helpdesk.