Request Customer Screen Recordings from Freshdesk - Jam Documenation

How to request a Jam from Freshdesk

1. Create a Recording Link
   Open the Jam browser extension and click Request a Recording.

2. Paste the ticket URL as the link name
   Copy the Freshdesk ticket URL (e.g., https://yourcompany.freshdesk.com/agent/tickets/125324) and paste it into the Recording Link name field. This creates a reference between the Jam and the ticket for easy lookup later.

3. Generate the link
   Click Create link. The link is automatically copied to your clipboard.

4. Share the link in the ticket
   Paste the Recording Link into your Freshdesk ticket reply and send it to the customer.

5. Receive the recording
   When the customer records and submits, you receive an email notification. The Jam appears in your dashboard with a reference to the Freshdesk ticket.

What customers experience

The recording flow requires no downloads or account:

1. The customer clicks the Recording Link and it opens directly in their browser.
2. They click Start Recording and capture the issue on screen.
3. The recording uploads automatically and you are notified immediately.

What data is collected

Each Jam submitted through a Recording Link includes:

• Screen recording: a video of the customer’s screen
• System metadata: browser version, operating system, screen resolution
• Reference URL: the Freshdesk ticket URL you attached when creating the link

Console logs and network requests are not captured by default. To collect them, connect your domain. See Connect your domain.

Tips for Freshdesk workflows

Create a reusable Recording Link and save it as a Freshdesk canned response. Agents can insert it into any ticket reply with a single click, without generating a new link each time.

Use the jam-reference URL parameter to automatically attach the ticket URL to every Jam from a reusable link:

https://recorder.jam.dev/QrBnf3s?jam-reference=https%3A%2F%2Fyourcompany.freshdesk.com%2Fagent%2Ftickets%2F125324

Use the jam-folder parameter to route all Freshdesk-requested recordings into a dedicated folder in your Jam dashboard, keeping support Jams separate from internal bug reports.