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

# Request Customer Screen Recordings from Freshdesk

> Request screen recordings from customers inside Freshdesk tickets and keep each Jam tied to the original conversation.

Jam works with Freshdesk through Recording Links, shareable URLs you generate in the Jam browser extension and paste directly into a ticket reply. When the customer clicks the link and records, the resulting Jam arrives in your dashboard with a reference back to the original Freshdesk ticket.

## How to request a Jam from Freshdesk

<Steps>
  <Step title="Create a Recording Link">
    Open the Jam browser extension and click **Request a Recording**.
  </Step>

  <Step title="Paste the ticket URL as the link name">
    Copy the Freshdesk ticket URL (e.g., `https://yourcompany.freshdesk.com/agent/tickets/125324`) and paste it into the Recording Link name field. This creates a reference between the Jam and the ticket for easy lookup later.
  </Step>

  <Step title="Generate the link">
    Click **Create link**. The link is automatically copied to your clipboard.
  </Step>

  <Step title="Share the link in the ticket">
    Paste the Recording Link into your Freshdesk ticket reply and send it to the customer.
  </Step>

  <Step title="Receive the recording">
    When the customer records and submits, you receive an email notification. The Jam appears in your dashboard with a reference to the Freshdesk ticket.
  </Step>
</Steps>

***

## What customers experience

The recording flow requires no downloads or account:

1. The customer clicks the Recording Link and it opens directly in their browser.
2. They click **Start Recording** and capture the issue on screen.
3. The recording uploads automatically and you are notified immediately.

***

## What data is collected

Each Jam submitted through a Recording Link includes:

* **Screen recording**: a video of the customer's screen
* **System metadata**: browser version, operating system, screen resolution
* **Reference URL**: the Freshdesk ticket URL you attached when creating the link

<Note>Console logs and network requests are not captured by default. To collect them, connect a custom recording domain. See [Set up a custom recording domain](/custom-recording-domain).</Note>

***

## Tips for Freshdesk workflows

<Tip>Create a reusable Recording Link and save it as a Freshdesk canned response. Agents can insert it into any ticket reply with a single click, without generating a new link each time.</Tip>

Use the `jam-reference` URL parameter to automatically attach the ticket URL to every Jam from a reusable link:

```text theme={"theme":"css-variables"}
https://recorder.jam.dev/QrBnf3s?jam-reference=https%3A%2F%2Fyourcompany.freshdesk.com%2Fagent%2Ftickets%2F125324
```

<Tip>Use the `jam-folder` parameter to route all Freshdesk-requested recordings into a dedicated folder in your Jam dashboard, keeping support Jams separate from internal bug reports.</Tip>