Request Customer Screen Recordings from HubSpot - Jam Documenation

Documentation Index

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Jam works with HubSpot through Recording Links, shareable URLs you generate in the Jam browser extension and paste directly into a ticket or conversation reply. When the customer clicks the link and records, the resulting Jam arrives in your dashboard with a reference back to the original HubSpot conversation.

How to request a Jam from HubSpot

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

2. Paste the conversation URL as the link name Copy the HubSpot ticket or conversation URL (e.g., https://yourcompany.hubspot.com/agent/tickets/125324) and paste it into the Recording Link name field. This links the Jam back to the HubSpot conversation for easy reference.

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

4. Share the link in the conversation Paste the Recording Link into your HubSpot 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 HubSpot conversation.

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 HubSpot conversation 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 HubSpot workflows

Create a reusable Recording Link for your support team. Save it as a HubSpot snippet or template so agents can insert it into any reply 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.hubspot.com%2Fagent%2Ftickets%2F125324

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