The ticket says “it is broken”.
Snag sends what actually happened.

A support team usually gets one chance to ask a customer anything. They report the fault in their own words, and by the time anybody asks which browser they were on, they have closed the tab and gone back to work. With Snag, what they hand over is the session itself rather than a description of it.

The problem

A fault reaches engineering through at least two hand-offs, and the evidence sits with the person at the far end who is least equipped to describe it. The customer writes a sentence. Whoever picks it up writes back asking for a screenshot, the browser, the account, the time it happened — and the answer, if it arrives at all, arrives a day later with half the questions unanswered. Meanwhile the ticket sits in the state every support queue has too much of: waiting on the reporter. Escalations bounce for the same reason. A report an engineer cannot reproduce is not an escalation, it is a research project, and it goes back down the chain with “cannot reproduce” on it — which is the one reply guaranteed to cost the relationship more than the fault did.

How Snag helps

Production is not a place for an obtrusive widget, so Snag stays quiet there: a small corner glyph in the standard feedback shape, or nothing rendered at all, with the capture opened by the “report a bug” link your support flow already has. Either way the customer stays inside your product and performs one action. What they send is the session — the recording, the console output and the requests the page actually made — routed into your tracker with a link to the replay attached to the ticket. It is masked in the browser before anything uploads — inputs are never recorded. That is the difference between a support team seeing a fault and a support team handling personal data. And because unlimited members on every plan, the whole support rota can sit in the workspace and open the evidence themselves.

What you get back

An escalation an engineer can act on the first time it reaches them, without a reply to the customer in between. The queue state that shrinks is the one nobody enjoys: waiting for a reporter who has already told you everything they know. What your team hands upstream stops being a retelling and becomes a link — the same recording, the same console, the same failed request, for whoever picks it up. There are three ways to put that in front of a customer, and the walkthrough shows each one live.

Questions people actually ask

Do customers have to install anything to report a bug this way?

No. Everything happens inside the page they are already on — one script tag on your site, and nothing for the customer to download, sign into or approve. You choose how visible it is: a small corner glyph, or nothing rendered at all, with your own “report a bug” menu item calling it when the customer picks it.

Is the customer being recorded the whole time they use our product?

No. A capture is one deliberate action: it begins when the customer asks to report something, and the widget puts itself away again once they have submitted. What it collects is masked before it leaves their browser — passwords and form inputs are not recorded, headers are stripped and secrets redacted — so nobody on your team ends up handling what a customer typed into a field.

Twenty people report the same outage. Do we get twenty tickets?

Reports are triaged and deduplicated on the way into your tracker, so a single incident does not arrive as a column of near-identical tickets for somebody to merge by hand. The evidence from the reports still exists; what is spared is the copy of the ticket.

Where these details come from

This page makes no claim about another product — every detail on it is Snag's own. Something out of date? Email admin@dvcllc.io and we will fix it.