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)
• Screenshot (optional) — a snapshot of the page at submit time, with all input values automatically masked

Agents see this context in a Diagnostics panel on the ticket, with console errors and failed requests highlighted.

Enabling Diagnostics

Diagnostics capture is off by default.

1. Go to Integrations > Widget
2. Toggle on Enable Diagnostics Capture
3. Optionally toggle on Capture Screenshot
4. 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
• 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
• Capture covers the current page only — it does not follow navigation across pages

Plan Availability

Bug report diagnostics are available on all plans.