This article is intended to help customers understand how to send our Support Agents a screen recording of their issue so we can better assist them. 

We’re pleased to introduce a convenient feature that allows you to share a screen recording with our Support Agents, enabling us to better understand and address any account issues you may encounter.

To get started, use the link provided to you by the agent responding to your ticket, as that will associate the video to the ticket we are working on, or record your video when submitting your issue by using the link in the Submit a request form.
 

Steps for Recording Your Screen

1. Access the Recording Page: Click on the provided link. This will take you to the screen recording page.
2. Choose Your Recording Settings: On the recording page, you can choose whether to record with or without audio.
   • If you wish to include audio, ensure your microphone is turned on.
3. Start Recording: Click the [Record] button to begin. A menu will appear allowing you to select what you want to share:
   • A specific tab
   • An entire window
   • Your screen (if you have multiple monitors, choose the one you wish to record)
4. Once you make your selection, click [Share].
5. During the Recording: While recording, a notification bar will appear under the address bar indicating that the recording is in progress.
   • To stop recording, you can click [Stop sharing] on this bar or return to the recording tab by selecting [View tab: odyssey.birdie.so] where you'll be able to click the [Finish] button.
6. Submit Your Recording When you have finished recording, click [Submit] to send the recording to our Support team. There is also a text box where you can add any additional details that may help us understand your issue better.

Thank you for your cooperation. We look forward to assisting you!