> ## 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.

# Zendesk Ticket Sidebar

> Create recording links and view recordings from the Zendesk ticket sidebar

After [connecting Zendesk](/integrations/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.

## Creating a recording link

<Steps>
  <Step title="Open a ticket">Open a ticket in Zendesk.</Step>

  <Step title="Open the sidebar app">
    Click the **Userplane** app in the ticket sidebar.

    <Frame caption="Userplane sidebar in Zendesk">
      <img src="https://mintcdn.com/userplane/egKmOMA4so9foWLy/media/zendesk/zendesk-app/sidebar/opener-view.png?fit=max&auto=format&n=egKmOMA4so9foWLy&q=85&s=33539a997fd83c72171e73fb8077b118" width="1920" height="957" data-path="media/zendesk/zendesk-app/sidebar/opener-view.png" />
    </Frame>
  </Step>

  <Step title="Request a recording">
    Click **Request Recording**, select a **project** and **domain** from the dropdowns, and
    optionally customize the message to the customer.

    <Frame caption="Create recording link form">
      <img src="https://mintcdn.com/userplane/egKmOMA4so9foWLy/media/zendesk/zendesk-app/sidebar/create-link-form.png?fit=max&auto=format&n=egKmOMA4so9foWLy&q=85&s=9d191afbcda23d0ff911398d50d6cb95" width="1920" height="956" data-path="media/zendesk/zendesk-app/sidebar/create-link-form.png" />
    </Frame>
  </Step>

  <Step title="Create the link">
    Click **Create Link**. The recording link is created and ready to share with the customer.

    <Frame caption="Recording link created">
      <img src="https://mintcdn.com/userplane/egKmOMA4so9foWLy/media/zendesk/zendesk-app/sidebar/link-created-view.png?fit=max&auto=format&n=egKmOMA4so9foWLy&q=85&s=a0d660e134163f7bd3618f624d0bc5d4" width="1920" height="957" data-path="media/zendesk/zendesk-app/sidebar/link-created-view.png" />
    </Frame>
  </Step>
</Steps>

## Viewing and reviewing recordings

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

<Steps>
  <Step title="Find the recording">
    <Tabs>
      <Tab title="Via ticket notification">
        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](/integrations/zendesk-notifications) for details.

        <Frame caption="Recording link created in ticket">
          <img src="https://mintcdn.com/userplane/egKmOMA4so9foWLy/media/zendesk/zendesk-app/sidebar/link-created-view.png?fit=max&auto=format&n=egKmOMA4so9foWLy&q=85&s=a0d660e134163f7bd3618f624d0bc5d4" width="1920" height="957" data-path="media/zendesk/zendesk-app/sidebar/link-created-view.png" />
        </Frame>
      </Tab>

      <Tab title="Via Userplane dashboard">
        Click **View Recordings** in the sidebar opener to browse all recordings for your workspace in the Userplane dashboard.

        <Frame caption="Sidebar opener">
          <img src="https://mintcdn.com/userplane/egKmOMA4so9foWLy/media/zendesk/zendesk-app/sidebar/opener-view.png?fit=max&auto=format&n=egKmOMA4so9foWLy&q=85&s=33539a997fd83c72171e73fb8077b118" width="1920" height="957" data-path="media/zendesk/zendesk-app/sidebar/opener-view.png" />
        </Frame>
      </Tab>
    </Tabs>
  </Step>

  <Step title="Review the recording">
    Watch the video and inspect the captured data — console logs, network requests, user actions, and metadata.

    <Tabs>
      <Tab title="Recording">
        <Frame caption="Recording playback">
          <img src="https://mintcdn.com/userplane/iHJrxtyvOmNXmfMS/media/playback/media/player-playback-screen.png?fit=max&auto=format&n=iHJrxtyvOmNXmfMS&q=85&s=34d146eb3b51ce95c95bfe81f72e50b3" width="1920" height="958" data-path="media/playback/media/player-playback-screen.png" />
        </Frame>
      </Tab>

      <Tab title="Console logs">
        <Frame caption="Console log list">
          <img src="https://mintcdn.com/userplane/iHJrxtyvOmNXmfMS/media/playback/console/console-list-view.png?fit=max&auto=format&n=iHJrxtyvOmNXmfMS&q=85&s=92504dd28ee4f6b7c76fae7e51123cfe" width="1920" height="957" data-path="media/playback/console/console-list-view.png" />
        </Frame>
      </Tab>

      <Tab title="Network logs">
        <Frame caption="Network request list">
          <img src="https://mintcdn.com/userplane/iHJrxtyvOmNXmfMS/media/playback/network/network-panel-list-view.png?fit=max&auto=format&n=iHJrxtyvOmNXmfMS&q=85&s=a6f970197afe084739ad82a0996fbd99" width="1920" height="958" data-path="media/playback/network/network-panel-list-view.png" />
        </Frame>
      </Tab>

      <Tab title="Actions">
        <Frame caption="Actions list">
          <img src="https://mintcdn.com/userplane/iHJrxtyvOmNXmfMS/media/playback/actions/actions-list-view.png?fit=max&auto=format&n=iHJrxtyvOmNXmfMS&q=85&s=648d0c27d24049f06610735f8bbfe212" width="1920" height="958" data-path="media/playback/actions/actions-list-view.png" />
        </Frame>
      </Tab>
    </Tabs>
  </Step>
</Steps>

## 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.

## 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.

## Using the ticket editor instead

<Tip>
  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](/integrations/zendesk-ticket-editor) for details.
</Tip>

## Requirements

* The Zendesk integration must be [connected](/integrations/zendesk).
* The agent must be a member of the Userplane workspace.
* Domains must be [verified](/workspace/domain-verification) to appear in the domain dropdown.

## Related articles

* [Zendesk Integration](/integrations/zendesk) — overview and connection guide.
* [Zendesk Ticket Editor](/integrations/zendesk-ticket-editor) — insert links from the reply editor toolbar.
* [Zendesk Notifications](/integrations/zendesk-notifications) — automatic internal notes when recordings arrive.
* [Requesting a Recording](/recording/requesting) — creating links from the Userplane dashboard.