Request Customer Screen Recordings from Zendesk - Jam Documenation

How to request a Jam from Zendesk

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 Zendesk ticket URL (e.g., https://yourcompany.zendesk.com/agent/tickets/ABC-12345) 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 Zendesk 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 Zendesk conversation.

What customers experience

The recording flow requires no downloads or account:

1. The customer clicks the Recording Link and it opens in their browser.
2. They click Start Recording and capture the issue on screen.
3. The recording uploads automatically and notifies you 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 Zendesk 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 Zendesk workflows

Use the jam-reference URL parameter to automatically attach the ticket URL to every Jam, even when using a reusable link:

https://recorder.jam.dev/QrBnf3s?jam-reference=https%3A%2F%2Fyourcompany.zendesk.com%2Fagent%2Ftickets%2FABC-12345

Create a reusable Recording Link for your support team and save it as a Zendesk macro. Agents can insert it into any ticket reply with a single click.