Support Agent Onboarding

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What you’ll be able to do

• Send recording links to customers directly from Intercom, Zendesk, Slack, or the Chrome extension
• Review screen recordings with console logs and network data alongside the video
• Use shortcuts and macros to request recordings in seconds

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Step 1: Join your workspace

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Step 2: Find Userplane in your help desk

• Intercom
• Zendesk
• Slack
• Chrome Extension

Userplane lives in your Intercom inbox as a sidebar app. To pin it:

1

Open any conversation in Intercom

Go to your Intercom inbox and open a customer conversation.

2

Open the Apps panel

Click Edit app in the right sidebar to see available apps.

3

Pin Userplane

Find Userplane in the list and pin it so it’s always visible in the sidebar.

Userplane appears automatically in every Zendesk ticket — as a sidebar app, a button in the reply editor, and in the top bar. No pinning required.

Userplane lives in Slack as a slash command, a message shortcut, and an App Home tab.

1

Open the Userplane app in Slack

In your Slack sidebar, go to Apps and open Userplane. The Home tab shows your recent recordings and links.

2

Try the slash command

In any channel, type /userplane and press Enter to open the link creator.

Userplane opens as a Chrome side panel alongside whatever tab you’re working in.

1

Click the Userplane icon

Click the Userplane extension icon in your Chrome toolbar — or press Cmd+Shift+Y (Mac) / Ctrl+Shift+Y (Windows/Linux).

2

Sign in if needed

The first time, click Sign in to continue and authenticate via the Userplane dashboard. After that, the side panel opens automatically.

Pin the extension to your toolbar so the icon is always visible. Click the puzzle piece icon in Chrome and pin Userplane.

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Step 3: Request a recording from a customer

• Intercom
• Zendesk
• Slack
• Chrome Extension

1

Open a conversation

Go to the Intercom conversation where the customer is reporting an issue.

2

Create a recording link

In the Userplane sidebar app, click Create Link. Choose a project, add a reference (like a ticket number), and click Create.

3

Send the link

Copy the link and paste it into the conversation — or use an Intercom shortcut to insert it in one click.

4

Customer records

The customer clicks the link, records their screen, and submits. No installs required on their end.

Use Intercom Shortcuts (Cmd+K / Ctrl+K) to insert a recording link into the conversation without opening the sidebar. See Intercom Shortcuts for setup.

1

Open a ticket

Go to the Zendesk ticket where the customer is reporting an issue.

2

Create a recording link

Click Userplane in the ticket sidebar and click Request Recording. Select a project and domain, then click Create Link.

3

Share the link

The recording link is ready to share with the customer. You can also use the ticket editor button to insert a link directly into your reply draft.

4

Customer records

The customer clicks the link, records their screen, and submits. No installs required on their end.

Use the ticket editor button in the reply toolbar to insert a recording link directly into your reply — without opening the sidebar. See Zendesk Ticket Editor.

1

Go to the channel or DM

Find the Slack channel or DM where the customer (or an internal teammate relaying the issue) has described the problem.

2

Create a recording link

Type /userplane in the channel and press Enter. A modal opens — select a Project and Domain, optionally add a reference, and click Create.

3

Link is posted to the channel

The recording link is posted as a channel message. Share it with the customer directly or copy it to send via another channel.

4

Customer records

The customer clicks the link, records their screen, and submits. No installs required on their end.

Use the message shortcut instead if you want the recording link posted as a reply to a specific message. Right-click any message and select Create recording link. See Slack Message Shortcuts.

1

Open a ticket

Go to the ticket or conversation in your help desk where the customer is reporting an issue.

2

Open the side panel

Click the Userplane icon in the toolbar or press Cmd+Shift+Y (Mac) / Ctrl+Shift+Y (Windows/Linux).

3

Create a recording link

The Link Reference field auto-populates with the current tab URL (your ticket page). Select a domain and project, then click Create Link.

4

Share the link

Copy the link and paste it into your help desk reply.

5

Customer records

The customer clicks the link, records their screen, and submits. No installs required on their end.

Use the omnibox (type userplane in the address bar, press Tab, then type a reference) or right-click context menu for even faster access. See Chrome Extension Shortcuts.

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Step 4: Review the recording

1

Open the recording

Go to Recordings in the dashboard and find the recording.

2

Watch the session

The video plays back exactly what the customer saw. Use the timeline scrubber to jump to specific moments.

3

Inspect the details

Use the tabs on the right to dig deeper:

Tab	What it shows
Info	Customer notes, browser, OS, and page URL
Console	JavaScript errors and warnings
Network	HTTP requests with status codes
Actions	Clicks, inputs, and page navigations

4

Use Issue Analyzer

Click Analyze to automatically surface the most likely root cause from the session data — useful for handing off to your engineering team.

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Speed up your workflow

• Intercom Macros — embed reusable recording links in Intercom macros so you can request recordings with one click. See Intercom Macros.
• Intercom Shortcuts — use Cmd+K inside a conversation to insert a link instantly. See Intercom Shortcuts.
• Zendesk locations — use the ticket sidebar, editor button, or top bar to create links from anywhere in Zendesk. See Zendesk Ticket Sidebar.
• Slack Slash Command — type /userplane TICKET-ID to open the link creator with the reference pre-filled. See Slack Slash Command.
• Slack Message Shortcuts — right-click any message in Slack to create a recording link tied to that thread. See Slack Message Shortcuts.
• Chrome Extension Shortcuts — use Cmd+Shift+Y, context menus, or the omnibox for fast link creation from any tab. See Chrome Extension Shortcuts.
• Projects — organize recordings by product area, customer tier, or issue type. See Projects.

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Next steps