Bug Report Diagnostics

When enabled, the Support Station widget automatically attaches technical context to tickets submitted from your website — so your team can debug customer issues without asking "what browser are you on?" or "can you open the console?".

What Gets Captured

When a customer submits a ticket through the widget, the following is attached:

Environment — browser and version, operating system, device type, screen and viewport size, language, timezone, and the page URL the ticket was submitted from
Console logs — the last 100 console messages and JavaScript errors from your page, captured from the moment the widget loaded
Network requests — the last 50 requests (method, URL, status code, and timing only — request and response bodies and headers are never captured)
Page activity — up to 200 navigation, field-change, and button or link click events from the last 30 minutes. Field-change events contain field names, not values. History survives refreshes and navigation on the same site in the same tab when session storage is available.
Session replay — a recording of page structure, changes, scrolling, and pointer activity. The widget keeps roughly the last 10 minutes in complete segments, subject to a size limit. When the customer opens the widget, it preserves that replay so time spent writing the ticket does not remove the issue. Closing the widget or submitting the ticket releases the saved replay.
Form values — current input, textarea, select, and editable-text values at submission, including hidden and disabled inputs, checkbox and radio states, and fields outside forms. File inputs include file names only. Passwords, payment fields identified by autocomplete, one-time codes, and fields inside data-ss-redact or data-private elements are masked.
Screenshot (optional) — a snapshot of the page at submit time, with all input values automatically masked

Open View full diagnostics on a ticket to play, pause, change playback speed, or move through the recording. The event timeline combines navigation, field changes, clicks, console messages, and network requests. Click an event to jump to its recorded moment, or select Errors only. Events outside the recording remain visible. Gaps between recordings are marked.

Lightweight Replay

The widget reduces replay size without site-specific settings. It replaces images, video, canvas, embedded frames, and large graphics with plain boxes. It also removes large embedded data from page attributes and styles. Small icons and standard form controls remain visible.

Most sites load much more CSS than one page uses. The widget keeps only the style rules that match something on the page, plus fonts and animations. The replay keeps the page's real styling at a fraction of the size. If new content later needs a removed rule, the widget takes a new snapshot.

If a snapshot is still too large, capture switches to a page skeleton. This keeps measured layout and basic text styles instead of full stylesheets. Buttons, fields, and controls with interactive accessibility roles remain in the recording. No one needs to label a map or chart by hand.

The viewer tells you when the recorder simplifies a page. It also shows specific capture or storage failures. When a page update exceeds the limit, the recorder keeps the last valid segment and attempts a new snapshot. It does not append changes to a snapshot it has discarded.

The widget compresses reports with gzip before upload when the browser supports it and compression reduces the file size. Older browsers can still upload JSON, and existing reports still open.

Enabling Diagnostics

Diagnostics capture is off by default.

Go to Integrations > Widget
Toggle on Enable Diagnostics Capture
Optionally toggle on Capture Screenshot
Optionally list query parameters to redact from captured URLs (for example token, auth, sig)

No code changes are needed on your site — the widget picks up the new settings automatically.

Privacy

Diagnostics are designed to be privacy-conservative:

Capture is off until you explicitly enable it; when off, the widget installs no instrumentation on your page
Network request and response bodies and headers are never captured
Console messages are size-capped
Replay inputs are masked. Editable text and elements marked data-ss-redact or data-private are masked or blocked. Hidden inputs, file inputs, and embedded frames are blocked in replay. Other visible page text can appear in recordings.
Replay data stays in the current tab until ticket submission. It is uploaded with diagnostics to Support Station, without a third-party recording service.
Replay scripts cannot run in the playback frame.
Query parameters you configure (like token or auth) are replaced with REDACTED in all captured URLs
Screenshots mask the values of all input fields automatically; mark any other element with the data-ss-redact attribute to mask it too
Customers see a disclosure note on the support form whenever diagnostics are active

Known Limitations

Activity that happens before the widget finishes loading is not captured
Cross-origin images may appear blank in screenshots, and canvas/video content may not render
Form snapshots cover the current page. Fields inside iframes or shadow DOM are not included.
Replay is limited to 3,000,000 JSON characters and 32 complete segments. Each segment is limited to 750,000 characters and 5,000 events. The recorder takes a fresh snapshot at least every two minutes and adds a time marker every 30 seconds while browser timers run. Large or busy pages may leave less than 10 minutes of replay. Reports can contain up to 10 MiB of JSON before compression. If browser storage is full, capture continues in memory until the page reloads.
Simplified replay is not pixel-perfect. Controls drawn inside canvas or embedded frames are not visible, and plain boxes cannot show their internal state. Large regions without standard controls or accessibility roles can also become boxes. External assets can be missing or change after capture.
Activity and replay history do not cross sites or tabs. If session storage is blocked, history remains available until the page reloads.
Form values are collected at submission and are not saved in the activity history. Capture stops at 200 fields or 32,000 unmasked value characters; each value is limited to 2,000 characters. File lists and multi-select fields keep up to 50 entries. The viewer shows when these limits omit data.

Plan Availability

Bug report diagnostics are available on all plans.