Zendesk Ticket Sidebar

Create recording links and view recordings from the Zendesk ticket sidebar

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.

Creating a recording link

1. Open a ticket

   Open a ticket in Zendesk.
2. Open the sidebar app

   Click the Userplane app in the ticket sidebar.

   

   Userplane sidebar in Zendesk

3. Request a recording

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

   

   Create recording link form

4. Create the link

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

   

   Recording link created

Viewing and 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 sidebar opener to browse all recordings for your workspace in the Userplane dashboard.

   

   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

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

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.

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 Integration — overview and connection guide.
• Zendesk Ticket Editor — insert links from the reply editor toolbar.
• Zendesk Notifications — automatic internal notes when recordings arrive.
• Requesting a Recording — creating links from the Userplane dashboard.