Help Desk Setup

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Choose your help desk

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Connect Intercom

1

Open Integrations settings

Go to Workspace Settings > Integrations.

2

Click Connect Intercom

Click Connect Intercom. You’ll be redirected to Intercom to authorize the connection.

3

Authorize

Userplane requests permissions to read conversations and manage the inbox sidebar app.

4

Done

After authorizing, you’ll be redirected back to Userplane and the connection is active.

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What happens when you connect

• Userplane is installed in your Intercom inbox. Agents can create recording links and view recordings directly from conversations.
• Intercom shortcuts are added so agents can request recordings using Cmd+K.
• If Userplane isn’t pinned to your sidebar, go to your Intercom inbox, select Edit app, and pin Userplane.

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Connect Zendesk

1

Install from the Zendesk Marketplace

Find Userplane in the Zendesk Marketplace and install it to your Zendesk account.

2

Open the Userplane app

Open any ticket in Zendesk. Click the Userplane app in the ticket sidebar.

3

Connect to Userplane

Click Connect to Userplane. You’ll be redirected to authorize the connection and select your workspace.

4

Done

After authorization, the Userplane app is active across the ticket sidebar, ticket editor, and top bar.

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What happens when you connect

• A ticket sidebar app appears in every ticket for creating links and viewing recordings.

  

• A ticket editor button is added to the reply toolbar for inserting links directly into drafts.

  

• A top bar app provides quick link creation from anywhere in Zendesk.

  

• Tickets are automatically tagged with userplane-recording-requested when a link is created.

  

• Internal notes are posted to tickets when recordings arrive.

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Connect Slack

1

Open Integrations settings

Go to Workspace Settings > Integrations.

2

Click Connect Slack

Click Connect Slack. You’ll be redirected to Slack to authorize the connection.

3

Authorize

Review the permissions and click Allow.

4

Done

After authorizing, you’ll be redirected back to Userplane and the integration is active.

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What happens when you connect

• The /userplane slash command is registered in your Slack workspace. Agents can type it in any channel to create a recording link.
• A message shortcut is added so agents can right-click any Slack message to create a link in context.
• The Userplane App Home tab appears in Slack with a personal dashboard for each agent.
• Agents receive DM notifications when a recording arrives for a link they created from Slack. Any team member can also opt in to receive Slack DMs for all recordings via notification preferences.

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Chrome Extension

1

Install from the Chrome Web Store

Find Userplane in the Chrome Web Store and click Add to Chrome. Pin the extension to your toolbar.

2

Open the side panel

Click the Userplane icon in the toolbar. The side panel opens on the right side of your browser.

3

Sign in

Click Sign in to continue. You’ll be redirected to the Userplane dashboard to authenticate. After signing in, return to the side panel and click Refresh if needed.

4

Select your workspace

If you belong to multiple workspaces, select the one you want to use.

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What you get

• A side panel with tabs for Links, Recordings, Create, and Settings.
• Keyboard shortcut (Cmd+Shift+Y / Ctrl+Shift+Y) to create a link instantly.
• Right-click context menus for quick link creation.
• Omnibox — type userplane in the address bar to create a link with a reference.
• Auto-populates the link reference with the current tab URL (e.g., your ticket page).

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Invite your team

1

Enter email addresses

Enter the email addresses of the agents you want to invite.

2

Select members to invite

Alternatively, go to Workspace Settings > Team and click Invite Member.

3

Send invitations

Invited users will receive an email invitation to join your workspace.

4

Optionally whitelist domains

Whitelist specific email domains to enable org-wide access. Approved users can use Userplane without individual invites.

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Disconnect

1. Go to Workspace Settings > Integrations.

   

2. Click Disconnect next to the integration you want to remove.

   

   

   

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Learn more

• Intercom Integration — detailed overview of the Intercom integration.
• Zendesk Integration — detailed overview of the Zendesk integration.
• Slack Integration — detailed overview of the Slack integration.
• Chrome Extension — installation and overview of the Chrome extension.
• Other Help Desks — use the Chrome extension alongside any help desk.
• Roles & Permissions — what each workspace role can do.
• Domain Verification — enable branded recording links.
• Team Management — manage workspace members and invites.