Does this replace our helpdesk?

No. It has no conversation threads, macros or SLA tracking, so your helpdesk stays where it is. This covers the escalation path, where the missing browser details and console errors are what slow everything down.

Can support see the same reports as engineering?

Yes, in the same inbox, because there is no per-seat cost to adding people. That shared view is what removes the copy-and-paste step where context is normally lost between the two teams.

What if a customer emails us instead of using the widget?

Ask them to press the button and describe it again — it takes them fifteen seconds and saves the four follow-up questions. You can also file it yourself from the dashboard, though without the automatic technical context.

For support teams

You are not the problem in the handoff. The missing context is.

Support knows which customer, which page and roughly what happened. Engineering needs the browser version, the console error and the exact route. Neither side is being difficult; the information simply is not in the ticket, and getting it means going back to a customer who is already annoyed.

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The situation

What this usually looks like

Every escalation starts with a questionnaire
Which browser, what did you click, can you send a screenshot, does it happen in a private window. Four questions, three days, and a customer who now believes nobody is working on it.
Tickets bounce back as not reproducible
Engineering tries it on their machine, it works, the ticket closes. The bug is real — it just needed a window width, a time zone or a route nobody recorded.
You are copying context between tools by hand
The description lives in the helpdesk, the technical details live in an email, the issue lives in the tracker. Somebody retypes it, and something is always lost in the retyping.
Resolved bugs never reach the customer
The fix ships, the ticket closes in the tracker, and the person who reported it hears nothing. They find out by trying again weeks later, or they do not.

Why this fits

What changes for support teams

The customer files the technical report themselves: Not by answering questions — by pressing a button on the page where it broke. The browser, operating system, screen size, time zone, JavaScript errors and last fifty actions come with it automatically.
Reports arrive attached to an account: If your app calls identify with the user id you already have, the report carries the customer identity, so support does not have to match a message to an account by hand.
One inbox, five statuses, shared with engineering: No per-seat pricing, so putting the whole support team in the same inbox as the engineers costs nothing and removes the retyping step between them.
The customer is told when it is fixed: Moving a report to shipped emails the person who raised it, in the language they were browsing in. That is the follow-up support usually has to remember to send manually.

Who this is not for

Save yourself the trial

This is not a helpdesk. There are no conversations, no macros, no SLA tracking and no shared team inbox for email — keep Intercom, Zendesk or Help Scout for that. This handles the specific case where a customer has found a bug and engineering needs the context. The comparison pages say which tool we would send you to instead.

FAQ

Questions

Does this replace our helpdesk?: No. It has no conversation threads, macros or SLA tracking, so your helpdesk stays where it is. This covers the escalation path, where the missing browser details and console errors are what slow everything down.
Can support see the same reports as engineering?: Yes, in the same inbox, because there is no per-seat cost to adding people. That shared view is what removes the copy-and-paste step where context is normally lost between the two teams.
What if a customer emails us instead of using the widget?: Ask them to press the button and describe it again — it takes them fifteen seconds and saves the four follow-up questions. You can also file it yourself from the dashboard, though without the automatic technical context.

Put it on your site today.

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