Zendesk and Intercom
When a customer reports a bug to support, the fastest way to see it is to ask them to record it. With Zendesk or Intercom connected, you make a recording link for the ticket or conversation, the customer records their screen without installing anything, and the recording shows up on the ticket as an internal note. If someone then files an issue from that recording, the ticket gets a note about that too.
Connecting
Section titled “Connecting”A workspace admin connects Zendesk or Intercom under Settings, Integrations, in the Help desks group.
Zendesk. With one-click connect, click Connect, enter your subdomain (the acme in acme.zendesk.com), then sign in to Zendesk and allow Faylee. With keys, fill in Subdomain, Agent email and an API token from Admin Center, Apps and integrations, Zendesk API.
Intercom. With one-click connect, click Connect, sign in to Intercom and allow Faylee. With keys, paste an Access token from an app in Intercom’s Developer Hub.
Making a link for a ticket
Section titled “Making a link for a ticket”A recording link is a page where someone records their screen, window or tab in the browser and sends it to your workspace, with no account or extension. See Recording links.
To tie a link to a ticket, put the ticket’s address in Ticket or conversation when you make the link:
| Help desk | Address to use |
|---|---|
| Zendesk | The ticket’s address in the agent view, such as https://acme.zendesk.com/agent/tickets/4821. The subdomain must be the one you connected. |
| Intercom | The conversation’s address in the Intercom inbox, under https://app.intercom.com/, ending in /conversation/<id> or /conversations/<id> |
Send the link to the customer in your reply.
What gets added to the ticket
Section titled “What gets added to the ticket”When the customer sends a recording through the link, Faylee adds an internal note to the ticket. The customer never sees it. The note holds:
- The recording’s title, or the link’s title when the customer gave none.
- What the customer wrote, when they wrote something.
- The link to the recording.
- What went wrong, such as the number of errors and failed requests.
When someone files an issue from that recording, Faylee adds a second note with the issue’s key and link, such as Filed as ENG-142: https://linear.app/.... Support can then follow the fix without asking engineering.
In Intercom, notes are written as the admin who owns the token or allowed Faylee.
In Faylee, the recording page links back to the ticket, and the email to the link’s creator names it.
Making a link from the extension
Section titled “Making a link from the extension”You can make the link without leaving the ticket. With the ticket open in Chrome, open the Faylee extension’s popup and choose Create recording link. Type what the customer should show you and click Make link and copy it.
When the open tab is a help desk ticket, the popup says “Recordings will link back to this ticket.” and uses the tab’s address as the link’s reference. The link is copied, ready to paste into your reply.
The popup recognises ticket pages on Zendesk, Intercom, Freshdesk, Help Scout, Front and HubSpot. Every recording link keeps its ticket’s address, but only Zendesk and Intercom get notes added, since those are the help desks Faylee connects to.
Making a link from an agent or the CLI
Section titled “Making a link from an agent or the CLI”Coding agents connected to Faylee can make a recording link with the create_recording_link tool and its external_ref parameter. The faylee CLI does the same with faylee link "<title>" --ref <ticket address>. See MCP tools reference and The faylee CLI.