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After connecting Zendesk, a Userplane sidebar app appears in every ticket. This is the primary surface for creating recording links, viewing recordings, and managing ticket context — all without leaving the ticket.
1

Open a ticket

Open a ticket in Zendesk.
2

Open the sidebar app

Click the Userplane app in the ticket sidebar.
3

Request a recording

Click Request Recording, select a project and domain from the dropdowns, and optionally customize the message to the customer.
4

Create the link

Click Create Link. The recording link is created and ready to share with the customer.

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Viewing and reviewing recordings

Once a customer completes a recording, there are two ways to access it:
1

Find the recording

When the recording is received, Userplane posts an internal note on the ticket — visible only to agents — with a direct link to the recording playback. Click the link to jump straight to the recording. See Zendesk Notifications for details.
2

Review the recording

Watch the video and inspect the captured data — console logs, network requests, user actions, and metadata.

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Ticket context capture

When you create a recording link from a ticket, Userplane automatically captures:
  • Ticket ID and subject
  • Priority and type
  • Tags
  • Requester name and email
  • Agent name and email
This metadata appears in the recording’s Info tab, making it easy to trace recordings back to the original support conversation.

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Automatic ticket tagging

When a recording link is created from a ticket, Userplane adds the tag userplane-recording-requested to the ticket. You can use this tag in Zendesk views, triggers, and automations to track which tickets have pending recording requests.

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Using the ticket editor instead

If you prefer a faster workflow, use the ticket editor button to create and insert a recording link directly into your reply draft — without opening the sidebar. See Zendesk Ticket Editor for details.

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Requirements

  • The Zendesk integration must be connected.
  • The agent must be a member of the Userplane workspace.
  • Domains must be verified to appear in the domain dropdown.