## 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.

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## 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.

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## 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](/content/docs/custom-recording-domain/index.html).

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## 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.