Solutions · Customer support
Turn "it’s broken" into a bug engineering can reproduce
Support and success teams are stuck translating fuzzy customer descriptions into tickets an engineer can act on. BugMojo lets you capture the customer’s exact session — a playable replay plus console logs and network requests — in one click, with PII redacted in the browser. Hand engineering a reproducible report instead of a guessing game.
Why support bug reports stall
The gap between a customer’s words and an engineer’s reproduction is where tickets go to die. These are the four places it breaks down.
"It doesn't work" is all you get
Customers describe symptoms, not steps. You are left reconstructing what browser they used, what they clicked, and what the app actually did — from a screenshot and a sentence.
Every ticket triggers a follow-up
Engineering bounces it back: "What URL? What did the console say? Can you reproduce it?" So you go back to the customer, wait a day, and relay answers you barely understand.
Context evaporates between hops
By the time a report reaches an engineer, the account, the request that failed, and the exact click sequence are lost. Nobody can reproduce it, so it stalls as "cannot repro."
You are afraid of leaking customer data
Copy-pasting a customer session or a screenshot risks capturing names, emails, and card fields. So you redact by hand, or you send less — and the engineer gets even less to work with.
How BugMojo closes the gap
Each pain above maps to a capability that puts reproduction — safely — in the report itself.
Capture the exact session in one click
When a customer is on a call or screen-share, one click records an rrweb DOM replay of what they did, plus console logs, network requests, and a screenshot — the whole reproduction, not a summary of it.
PII redaction before anything leaves the browser
Input values and password fields are masked client-side during capture, so names, emails, and card numbers never leave the customer’s browser. You can hand engineering a real session without shipping personal data.
Hand engineering a report they can actually reproduce
The replay plays back the click path; the console shows the error; the network panel shows the failing request. Engineers stop asking "how do I reproduce this?" because the reproduction is attached.
Let AI agents read the whole context
BugMojo’s MCP server lets AI coding agents (Claude, Cursor, and others) read a bug and its full replay, console, and network context directly — so triage and first-draft fixes can start before an engineer opens the ticket.
Quick Capture with zero setup
No project, workspace, or onboarding required to file the first report. A support rep can capture a bug and share a link the moment a customer hits one — the setup never blocks the capture.
Route to a human or an agent
Polymorphic assignees mean a bug can go to a MEMBER (an engineer) or an AGENT (an AI worker). Support files it once; it lands with whoever — or whatever — is fastest to act on it.
The support-to-engineering workflow
Four steps from a customer complaint to a ticket that reproduces itself.
Reproduce it with the customer
On a call or screen-share, walk the customer to the moment it breaks — or reproduce their reported steps yourself in a test account.
Click capture
One click records the replay, console, network, and screenshot together. PII is redacted in the browser as it records — nothing sensitive is transmitted.
Hand it to engineering
The report arrives with a playable session and the failing request already attached. No "what browser?" thread, no round-trip back to the customer.
Let triage start itself
Assign it to an engineer, or to an AI agent over MCP that can read the full context and propose a first-pass diagnosis before a human picks it up.
What every capture includes
One click, four artifacts — the reproduction, the error, the failing request, and the safety of redaction.
Session replay
rrweb DOM recording plays back the exact click path on the real DOM; the Chrome extension can attach an optional tab video when pixels matter.
Console logs
The errors and warnings the app logged at the moment it broke, captured automatically.
Network requests
The failing request, its status, and payload metadata — the "why" behind the symptom.
Client-side redaction
Input and password fields masked in the browser before capture ever leaves the page.
Questions support teams ask
- Do I need to be technical to file a good report?
- No. You do not read the console or interpret the network panel — you capture them. Clicking capture attaches the replay, console, and network automatically, and engineering reads the technical detail on the other end.
- Will capturing a session expose customer personal data?
- Input values and password fields are masked in the browser during capture, so that content is never transmitted to or stored by BugMojo. Redaction runs client-side, before any data leaves the page, which is exactly what makes it safe to hand a real customer session to engineering.
- Can I capture a bug without setting up a project first?
- Yes. Quick Capture needs zero project or workspace setup. A rep can capture a bug and share a link the first time they use it — you set up projects later, when you want to organize work, not before you can report the first issue.
- How does this shorten the back-and-forth with engineering?
- Most follow-up questions — what browser, what URL, what did the console say, can you reproduce it — are already answered by the capture. The replay is the reproduction, the console shows the error, and the network panel shows the failing request, so the ticket rarely needs a second round-trip.