> ## Documentation Index
> Fetch the complete documentation index at: https://docs.userplane.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Engineer Onboarding

> Configure your workspace, set up domains, manage recording link settings, and keep sensitive data secure

You're the one who gets things set up so the rest of the support team can work effectively. This guide covers workspace configuration, domain setup, recording link management, and sensitive data controls.

## What you'll own

* Workspace and team configuration
* Domain verification and branding
* Recording link defaults and limits
* Sensitive data redaction rules

## Step 1: Create and configure your workspace

<Steps>
  <Step title="Create a workspace">
    Sign in and click [Create Workspace](https://dash.userplane.io/workspace/create). Enter your company URL to get started.

    <Frame caption="Create a workspace">
      <img src="https://mintcdn.com/userplane/iHJrxtyvOmNXmfMS/media/onboarding/manual-onboarding-kickoff.png?fit=max&auto=format&n=iHJrxtyvOmNXmfMS&q=85&s=72014181808d02f7474f1db80724d562" width="1920" height="958" data-path="media/onboarding/manual-onboarding-kickoff.png" />
    </Frame>
  </Step>

  <Step title="Set your invite policy">
    Go to [Workspace Settings > Invite Policy](https://dash.userplane.io/_/settings?tab=workspace). Choose the right policy for your org:

    | Policy          | Behavior                                                |
    | --------------- | ------------------------------------------------------- |
    | **Private**     | Only explicitly invited users can join                  |
    | **Whitelisted** | Anyone with a matching email domain joins automatically |
    | **Protected**   | Matching domain users can request access, you approve   |

    <Frame caption="Request workspace access (Protected policy)">
      <img src="https://mintcdn.com/userplane/8_FOZno9A0XwGdNH/media/intercom/workspace-settings/request-workspace-access.png?fit=max&auto=format&n=8_FOZno9A0XwGdNH&q=85&s=272a463c7fe5c581f5b2fc3b3e438860" width="2940" height="1664" data-path="media/intercom/workspace-settings/request-workspace-access.png" />
    </Frame>

    Whitelist your company email domain so teammates can join without individual invites.

    <Frame caption="Invite policy settings">
      <img src="https://mintcdn.com/userplane/IKCB4f_KBaL0xsjW/media/workspace/invite-policy/invite-policy-settings.png?fit=max&auto=format&n=IKCB4f_KBaL0xsjW&q=85&s=845a0c102720cdfdbf0d30df1d9c4610" width="1920" height="958" data-path="media/workspace/invite-policy/invite-policy-settings.png" />
    </Frame>
  </Step>

  <Step title="Invite your team">
    Go to [Team Settings](https://dash.userplane.io/_/settings?tab=team) and invite teammates. Later, you can assign roles based on what each person needs to do.

    <Frame caption="Invite team members">
      <img src="https://mintcdn.com/userplane/IKCB4f_KBaL0xsjW/media/workspace/team/invite-dialog.png?fit=max&auto=format&n=IKCB4f_KBaL0xsjW&q=85&s=2b1755de8851f26d34be60d3c7ead4ab" width="1342" height="906" data-path="media/workspace/team/invite-dialog.png" />
    </Frame>
  </Step>
</Steps>

See [Roles & Permissions](/workspace/roles-permissions) for a full breakdown of what each role can access.

## Step 2: Set up roles and projects

<Steps>
  <Step title="Assign roles">
    Review the default roles (**Owner**, **Admin**, **Member**, **Viewer**) and assign them to
    teammates. Admins can manage integrations and settings; Members can create links and review
    recordings.

    <Frame caption="Assign roles">
      <img src="https://mintcdn.com/userplane/IKCB4f_KBaL0xsjW/media/workspace/team/team-actions.png?fit=max&auto=format&n=IKCB4f_KBaL0xsjW&q=85&s=1df1b60c3e0ec7ac9a44727a11799458" width="1920" height="958" data-path="media/workspace/team/team-actions.png" />
    </Frame>
  </Step>

  <Step title="Create projects">
    Go to [Projects](https://dash.userplane.io/_/projects) and create projects for each product
    area, customer segment, or team. Projects keep recordings organized and make filtering easy.

    <Frame caption="Projects list">
      <img src="https://mintcdn.com/userplane/IKCB4f_KBaL0xsjW/media/projects/projects-list.png?fit=max&auto=format&n=IKCB4f_KBaL0xsjW&q=85&s=400466947ba378d948878187af4d9bd4" width="1342" height="906" data-path="media/projects/projects-list.png" />
    </Frame>
  </Step>
</Steps>

## Step 3: Verify your domain

Domain verification enables first-party branded recording links — customers see your domain, not Userplane's. Userplane verifies ownership by checking that its embed script is present on your site.

<Steps>
  <Step title="Add your domain">
    Go to [Workspace Settings > Domains](https://dash.userplane.io/_/settings?tab=general) and click
    **Add Domain**.

    <Frame caption="Add domain">
      <img src="https://mintcdn.com/userplane/IKCB4f_KBaL0xsjW/media/workspace/domain/add-domain-modal.png?fit=max&auto=format&n=IKCB4f_KBaL0xsjW&q=85&s=32f84f75ca7e0c8c8815381ff1f46f9a" width="1342" height="906" data-path="media/workspace/domain/add-domain-modal.png" />
    </Frame>
  </Step>

  <Step title="Send install instructions to your developer">
    Click **Send to Developer** to email the script install instructions to your engineering team.
    They need to add the Userplane embed script to a publicly accessible page on the domain.

    <Frame caption="Domain verification">
      <img src="https://mintcdn.com/userplane/IKCB4f_KBaL0xsjW/media/workspace/domain/verify-domain/domain-send-instructions.png?fit=max&auto=format&n=IKCB4f_KBaL0xsjW&q=85&s=82431d25e974325433cbd46f8aeda333" width="1920" height="959" data-path="media/workspace/domain/verify-domain/domain-send-instructions.png" />
    </Frame>
  </Step>

  <Step title="Verify">
    Once your developer confirms the script is deployed, click **Verify** in the dashboard.
    Verification runs immediately. The verification token expires after 5 minutes, so coordinate
    with your developer before clicking Verify.

    <Frame caption="Domain verification">
      <img src="https://mintcdn.com/userplane/IKCB4f_KBaL0xsjW/media/workspace/domain/domain-verification-code.png?fit=max&auto=format&n=IKCB4f_KBaL0xsjW&q=85&s=a328f645154c12854c821699bb212c40" width="1342" height="906" data-path="media/workspace/domain/domain-verification-code.png" />
    </Frame>
  </Step>

  <Step title="Configure recording preferences">
    Once verified, set per-domain defaults: which data to capture (console, network, audio), link
    expiry, and branding.

    <Frame caption="Domain recording preferences">
      <img src="https://mintcdn.com/userplane/IKCB4f_KBaL0xsjW/media/workspace/domain/verify-domain/post-verification-domain-configuration.png?fit=max&auto=format&n=IKCB4f_KBaL0xsjW&q=85&s=946cdfa913850843489f1fdfcbb19864" width="1920" height="959" data-path="media/workspace/domain/verify-domain/post-verification-domain-configuration.png" />
    </Frame>
  </Step>
</Steps>

See [Domain Management](/workspace/domain-management) and [Recording Link Domain Preferences](/recording-links/domain-preferences).

## Step 4: Configure sensitive data redaction

Before going live, make sure sensitive customer data doesn't appear in recordings.

<Steps>
  <Step title="Review what gets captured">
    Once enabled, recordings include screen video, console logs, and network requests.
  </Step>

  <Step title="Set up redaction rules">
    Go to [Recording Link Settings](/recording-links/sensitive-data-redaction) and configure: -
    **URL patterns** to exclude from network capture - **Request header redaction** for auth tokens

    * **CSS selector masking** to blur sensitive DOM elements in the video
  </Step>

  <Step title="Coordinate with your engineering team">
    For deeper redaction (e.g., redacting specific fields in API responses), your engineering team
    can use the SDK's privacy controls. Point them to the [Developer
    guide](/getting-started/for-developers).
  </Step>
</Steps>

## Step 5: Connect your help desk

<Tabs>
  <Tab title="Intercom">
    <Steps>
      <Step title="Go to Integrations settings">
        Go to [Workspace Settings >
        Integrations](https://dash.userplane.io/_/settings?tab=integrations) and click **Connect
        Intercom**.

        <Frame caption="Integrations overview">
          <img src="https://mintcdn.com/userplane/IKCB4f_KBaL0xsjW/media/workspace/integrations/integrations-overview.png?fit=max&auto=format&n=IKCB4f_KBaL0xsjW&q=85&s=32382c29973a6c8ecbdb7878d2d463af" width="1342" height="906" data-path="media/workspace/integrations/integrations-overview.png" />
        </Frame>
      </Step>

      <Step title="Authorize">
        Complete the OAuth flow. Userplane will appear in your team's Intercom inbox as a sidebar
        app.

        <Frame caption="Integrations overview">
          <img src="https://mintcdn.com/userplane/iHJrxtyvOmNXmfMS/media/intercom/intercom-oauth/intercom-oauth-consent.png?fit=max&auto=format&n=iHJrxtyvOmNXmfMS&q=85&s=1892900527def5bc2e576aed63768fad" width="1920" height="958" data-path="media/intercom/intercom-oauth/intercom-oauth-consent.png" />
        </Frame>
      </Step>

      <Step title="Invite Intercom users">
        After connecting, invite your Intercom teammates to the workspace so they can use Userplane
        inside Intercom.

        <Frame caption="Integrations overview">
          <img src="https://mintcdn.com/userplane/iHJrxtyvOmNXmfMS/media/intercom/intercom-oauth/post-onboarding-invite-teammates.png?fit=max&auto=format&n=iHJrxtyvOmNXmfMS&q=85&s=d648d37cb1881be5ea76fd64a5f175c5" width="1920" height="959" data-path="media/intercom/intercom-oauth/post-onboarding-invite-teammates.png" />
        </Frame>
      </Step>
    </Steps>
  </Tab>

  <Tab title="Zendesk">
    <Steps>
      <Step title="Install from the Zendesk Marketplace">
        Find Userplane in the [Zendesk Marketplace](https://www.zendesk.com/marketplace/apps/support/1229987/screen-recording-by-userplane/) and install it to your Zendesk account.
      </Step>

      <Step title="Connect to Userplane">
        Open any ticket in Zendesk and click the Userplane app in the ticket sidebar. Click **Connect to Userplane** to start the authorization flow.

        <Frame caption="Connect to Userplane">
          <img src="https://mintcdn.com/userplane/_qXbmO6IuSeHLGEc/media/zendesk/zendesk-oauth/zendesk-connect-workspace.png?fit=max&auto=format&n=_qXbmO6IuSeHLGEc&q=85&s=a00a21df02110539234fa67022d335ca" width="2940" height="1596" data-path="media/zendesk/zendesk-oauth/zendesk-connect-workspace.png" />
        </Frame>
      </Step>

      <Step title="Select your workspace">
        Complete the sign-in in the popup window and select your workspace.

        <Frame caption="Select your workspace">
          <img src="https://mintcdn.com/userplane/_qXbmO6IuSeHLGEc/media/zendesk/zendesk-oauth/zendesk-workspace-selector.png?fit=max&auto=format&n=_qXbmO6IuSeHLGEc&q=85&s=9174ed2fe8c81d766b11873aa108bf43" width="2940" height="1596" data-path="media/zendesk/zendesk-oauth/zendesk-workspace-selector.png" />
        </Frame>
      </Step>

      <Step title="Invite Zendesk agents">
        After connecting, invite your Zendesk agents to the workspace so they can use Userplane
        inside Zendesk.

        <Frame caption="Invite teammates">
          <img src="https://mintcdn.com/userplane/egKmOMA4so9foWLy/media/zendesk/zendesk-oauth/post-onboarding-invite-teammates.png?fit=max&auto=format&n=egKmOMA4so9foWLy&q=85&s=61f24736f786310a7e1178d5142e9b98" width="1920" height="959" data-path="media/zendesk/zendesk-oauth/post-onboarding-invite-teammates.png" />
        </Frame>
      </Step>

      <Step title="Refresh the Zendesk app">
        Go back to the Zendesk app and click **Refresh** to pick up the newly connected workspace.

        <Frame caption="Complete sign-in">
          <img src="https://mintcdn.com/userplane/_qXbmO6IuSeHLGEc/media/zendesk/zendesk-oauth/zendesk-complete-sign-in.png?fit=max&auto=format&n=_qXbmO6IuSeHLGEc&q=85&s=1ca98e8471539bd2bcdbdff2217249d9" width="2820" height="1596" data-path="media/zendesk/zendesk-oauth/zendesk-complete-sign-in.png" />
        </Frame>
      </Step>
    </Steps>
  </Tab>

  <Tab title="Slack">
    <Steps>
      <Step title="Go to Integrations settings">
        Go to [Workspace Settings > Integrations](https://dash.userplane.io/_/settings?tab=integrations) and click **Connect Slack**.

        <Frame caption="Integrations settings">
          <img src="https://mintcdn.com/userplane/oYgz4qon42ADp_DE/media/slack/workspace-settings/pre-connection-modal.png?fit=max&auto=format&n=oYgz4qon42ADp_DE&q=85&s=edf69f30f923f0cb71a223adb6116a45" width="1920" height="958" data-path="media/slack/workspace-settings/pre-connection-modal.png" />
        </Frame>
      </Step>

      <Step title="Authorize">
        Complete the OAuth flow. The `/userplane` command, message shortcuts, and App Home become available in your Slack workspace.

        <Frame caption="Slack authorization">
          <img src="https://mintcdn.com/userplane/oYgz4qon42ADp_DE/media/slack/oauth/slack-oauth-consent.png?fit=max&auto=format&n=oYgz4qon42ADp_DE&q=85&s=7a06bc9c5a3ccc2e2824ae49e568ddaa" width="1920" height="958" data-path="media/slack/oauth/slack-oauth-consent.png" />
        </Frame>
      </Step>

      <Step title="Invite workspace members">
        Slack users are matched to Userplane workspace members by email. Invite any agents who need access from [Workspace Settings > Team](https://dash.userplane.io/_/settings?tab=team).
      </Step>
    </Steps>
  </Tab>

  <Tab title="Chrome Extension">
    <Steps>
      <Step title="Install the Chrome extension">
        Install **Userplane** from the [Chrome Web Store](https://chromewebstore.google.com/detail/request-screen-recording/bgmbeifpcfepegcjhjdbocjbecpfmakm). Share the install link with your support team so each agent can install it.
      </Step>

      <Step title="Agents sign in">
        Each agent opens the side panel, clicks **Sign in to continue**, and authenticates via the Userplane dashboard.

        <Frame caption="Extension sign-in prompt">
          <img src="https://mintcdn.com/userplane/8_FOZno9A0XwGdNH/media/extension/extension-sign-in-continue.png?fit=max&auto=format&n=8_FOZno9A0XwGdNH&q=85&s=ab00fac138567aa81d6673c1837aa602" width="1496" height="970" data-path="media/extension/extension-sign-in-continue.png" />
        </Frame>
      </Step>

      <Step title="Select the workspace">
        After signing in, agents select your workspace from the workspace list. They can then create recording links and view recordings from the side panel.

        <Frame caption="Workspace selector in the extension">
          <img src="https://mintcdn.com/userplane/8_FOZno9A0XwGdNH/media/extension/extension-setting-workspace-switcher.png?fit=max&auto=format&n=8_FOZno9A0XwGdNH&q=85&s=c60721df98626ddd49d69afa1b799997" width="1496" height="970" data-path="media/extension/extension-setting-workspace-switcher.png" />
        </Frame>
      </Step>
    </Steps>

    <Note>
      No OAuth or marketplace setup is required. The Chrome extension authenticates via the Userplane
      dashboard session.
    </Note>
  </Tab>
</Tabs>

See [Help Desk Setup](/getting-started/helpdesk-setup) for full details, including the [Chrome extension](/integrations/chrome-extension) option.

## Ongoing management

* **Monitor usage** — track recording volume and storage against your plan limits. See [Monitoring Usage](/billing/monitoring-usage).
* **Manage recording link limits** — set per-link expiry and usage caps. See [Recording Link Limits](/recording-links/limits).
* **Domain health** — re-verify if the Userplane script is removed or the verification page becomes inaccessible. See [Domains](/workspace/domains).
* **Workspace lifecycle** — archive or transfer ownership when team structures change. See [Workspace Lifecycle](/workspace/workspace-lifecycle).

## Next steps

<CardGroup cols={2}>
  <Card title="Roles & Permissions" icon="shield" href="/workspace/roles-permissions">
    Full breakdown of what each role can do
  </Card>

  <Card title="Domain Management" icon="globe" href="/workspace/domain-management">
    Manage, verify, and configure multiple domains
  </Card>

  <Card title="Sensitive Data Redaction" icon="eye-slash" href="/recording-links/sensitive-data-redaction">
    Configure what data gets masked or excluded
  </Card>

  <Card title="Billing & Usage" icon="chart-bar" href="/billing/monitoring-usage">
    Monitor recording volume and plan limits
  </Card>
</CardGroup>