01 / 03ses_4f2a · 14:18
Record the history
The customer browser emits masked rrweb events before a ticket is opened.
See the session behind every support ticket
Attach the customer’s recent session history to the ticket so support can see what happened before the report. If the issue is still happening, open the same session live during the call.
support workspace · ticket #4821
AC
Alex Chensession attached
Import stays on “processing”
ticket #4821Enterprise · EUChrome 138Session history · /imports14:18–14:32
app.acme.com/imports/8241
Processing…request failed · 14:31Open at ticket moment
See what happened before the ticket arrived
Match the case to the customer’s recent recordings and attach the relevant session. The agent can replay the path into the problem before asking the customer to recreate it from memory.
- Find sessions by safe account ID, ticket time, route, or error.
- Start playback at ticket submission or another marker you store.
- Keep the relevant recording attached throughout the life of the case.
ticket #4821 · recent sessions
account acme_eu · before 14:32
/imports/8241
Today, 14:18–14:32
/imports
Today, 13:04–13:11
/settings
Yesterday, 17:04–17:16
Follow the same session live when needed
Live mode streams browser events while the session is active. During a call, the agent can follow the customer’s current page a few seconds behind without taking control.
- Open live viewing when the customer is still in the affected flow.
- Pause and mark the exact page state behind the problem.
- Keep the live stream as part of the same session history.
live support · customer active
app.acme.com/import
live
Watch the current session a few seconds behind while you speak with the customer.
Carry one browser record through escalation
Store the recording ID, marked timestamp, and support note on the case. Engineering opens the same browser state with the account, release, console, and request context already attached.
- Keep the customer’s explanation and the browser evidence together.
- Open the engineering handoff at the timestamp support marked.
- Return the diagnosis and fix verification to the same ticket.
ticket handoff · #4821
One record follows the issue
customer report14:31
session opened14:33
engineering note14:41
fix verified16:08
Keep the recording ID on the ticket
The recorder captures a masked event stream while the customer uses the product. Your backend matches recent recordings to the case by a safe account identifier and ticket time. Embedded replay requests only the sessions the signed-in agent is allowed to view.
02 / 03case 4821 · 14:32
Attach it to the case
The case stores the matched recording ID, relevant timestamp, route, and agent notes.
03 / 03handoff at 01:42
Carry the evidence
Support and engineering open the same session from the same customer record.
Choose the backend that fits your product
Use managed infrastructure or operate the replay pipeline yourself.
Start with rrweb Cloud
Use managed ingest and replay, then surface signed recording links or embedded playback inside your support workspace.
rrweb Cloud uses 80% less bandwidth and storage.
Build on open source
Keep customer recordings inside your support data boundary and enforce access through the identity model you already operate.
Frequently asked questions
How does support find the right recording?
Store a safe internal account or user identifier as recording metadata, then filter by the ticket time, route, custom events, or errors. Keep raw personal details in your customer system and resolve them to the internal identifier on the server.
What is the difference between session replay and co-browsing?
Session replay reconstructs a recorded browser session. rrweb live mode shows that recording a few seconds behind the customer. Full co-browsing products add remote control, shared input, presence, and customer approval flows.
Can the replay live inside a help desk or CRM?
Yes. Embed the replayer in your support interface or open a signed playback URL from the ticket. Your backend should enforce the same tenant and agent permissions as the rest of the customer record.
Can customer support use session replay under GDPR?
GDPR requirements depend on the implementation and purpose. Define a lawful purpose, collect only the data needed for support, mask sensitive fields before transport, limit access and retention, and honour deletion requests. Your legal team should review the final workflow and consent requirements.
How does replay complement a customer explanation?
The ticket explains the customer’s goal and impact. The replay supplies browser evidence. Keeping both together reduces repeated questions and makes escalation more concrete.
Why rrweb over a packaged support-replay SaaS?
rrweb lets you build replay into the support workspace you already run. Sessions stay under your tenant and access rules, and the same record follows an escalation. A packaged support add-on supplies replay through its own console, storage, and pricing model.