Zendesk Ticket Editor

Insert recording links directly into replies from the Zendesk editor toolbar

The ticket editor integration adds a Userplane button to the Zendesk reply editor toolbar. Click it to create a recording link and insert it into your reply draft in one step — without opening the sidebar.

How it works

1. Open a ticket

   Open a ticket in Zendesk and start a reply.
2. Click the Userplane button

   In the reply editor toolbar, click the Userplane button. A compact popover opens inline.

   

   Ticket editor link form

3. Create the link

   Select a project and domain, optionally customize the message, then click Create Link.

4. Link is inserted

   The recording link is automatically inserted into your reply draft. The popover closes and you can continue writing your response.

Reviewing recordings

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

1. Find the recording

   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 for details.

   

   Recording link created in ticket

   Via Userplane dashboard

   Click View Recordings in the ticket sidebar opener to browse all recordings for your workspace.

   

   Sidebar opener

2. Review the recording

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

   Recording

   

   Recording playback

   Console logs

   

   Console log list

   Network logs

   

   Network request list

   Actions

   

   Actions list

When to use the editor vs. the sidebar

	Editor button	Sidebar app
Access	Click in the reply editor toolbar	Click Userplane in the ticket sidebar
Best for	Quickly inserting a link into a reply	Browsing recordings and creating links
Speed	Fastest — inline, auto-closes after use	Slightly more steps to open
Context	Compact form	Full opener view with “View Recordings” option

Both surfaces use the same project and domain options, and both create the same recording links. Choose whichever fits your workflow.

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.

Related articles

• Zendesk Ticket Sidebar — the full sidebar app experience.
• Zendesk Integration — overview and connection guide.
• Requesting a Recording — creating links from the Userplane dashboard.