New Support Portal: Using the Birdie Screen Recording Tool

Support agents sometimes lack the visual context needed to replicate and resolve a reported issue. Descriptions alone may not fully convey the steps leading to an error or unexpected result within the ClickClaims system.

Without a visual walkthrough, diagnosing issues—especially those related to workflows or browser interactions—can require multiple back-and-forth exchanges between the user and support agent, delaying resolution.

You can submit a screen recording using the Birdie Recorder, available two different ways in the E-Claim Support Portal:

Method 1: Submitting a Recording During Ticket Submission

Navigate to the Support Portal and open the “Submit a Ticket” form.
Click the “Record My Screen” button within the form.
Choose whether to include audio in your recording.
Click “Record.”
Select the browser window displaying your ClickClaims screen and click “Share.”
Walk through the steps showing the issue.
Click “Stop Sharing” at the bottom of your screen.
Return to the Birdie popup and click “Finish.”
Copy the link to your recording and paste it into the ticket form before submitting.
Insert Screenshot: Paste link into ticket field

Method 2: Submitting a Recording After Receiving a Request

If a recording wasn't submitted with your tickets submission, the support agent working your ticket may request one via email.
Click the secure recording link provided in the agent’s response.
Follow the same recording methods outlined in Method One.

Additional Notes

Use audio if describing the problem verbally helps clarify the issue.
No need to re-submit the ticket when using Method 2; your recording will appear directly in the support thread.
For sensitive content, avoid displaying personal data while recording.

New Support Portal: Using the Birdie Screen Recording Tool

Method 1: Submitting a Recording During Ticket Submission

Method 2: Submitting a Recording After Receiving a Request

Additional Notes

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