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Multiplayer for support workflows

What is Multiplayer?​

Multiplayer is a full-stack session recorder designed to integrate seamlessly with any help desk or ticket management system, whether you're using Zendesk, Hubspot, Linear, or others. It provides end-to-end visibility into user sessions while enabling team collaboration around support issues.

What Multiplayer is:What Multiplayer isn't:
A comprehensive session recording tool that captures the full technical context of user issuesA replacement for issue management tools like Jira, Zendesk, Hubspot, Linear, etc.
Compatible with your existing support stackA substitute for team communication platforms like Slack, Teams, etc.
Built for team collaboration on technical problemsA standalone ticketing system

Think of Multiplayer as the missing layer between your support tickets and the technical reality of what users experience: it complements your existing tools rather than replacing them.

When should you use Multiplayer?​

Primary use case: complex technical issues​

Multiplayer excels at helping teams identify and resolve technical problems that are traditionally difficult to diagnose:

  • Highly complex, full-stack bugs that span multiple systems or layers
  • Intermittent issues that come and go unpredictably
  • Hard-to-reproduce problems that users struggle to explain
  • Unexpected system behaviors that don't match expected workflows
  • Mission-critical application issues requiring immediate action

If you're supporting complex end-user applications where downtime or bugs have serious consequences, Multiplayer becomes invaluable for rapid diagnosis and resolution.

Extended use case: general support clarity​

Thanks to Multiplayer's versatile installation options and multiple recording modes, it can also enhance understanding of any support ticket, especially when seeing what the customer actually experienced provides critical context that written descriptions miss.

The pain points Multiplayer solves​

Current support workflows often suffer from:

Incomplete information

  • Support tickets arrive without reproduction steps
  • Missing technical context and relevant developer data
  • User descriptions that don't match what actually happened

Slow communication cycles

  • Back-and-forth with users to gather more details
  • Internal escalations between support and engineering teams
  • Time lost translating user language into technical terms

Delayed resolution

  • Support escalations that take days instead of hours
  • Bug fixes delayed by inability to reproduce issues
  • Users stuck waiting while teams struggle to understand the problem

Multiplayer addresses these by capturing the complete session context upfront, dramatically reducing the time between issue report and resolution.

How Support Teams Use Multiplayer​

Multiplayer offers flexible workflows to match how your team operates:

User-submitted recordings​

Users can capture sessions themselves and submit recordings directly through the in-app widget or browser extension, giving your team immediate access to the full technical context.

Overview:

  • End-user records session either on-demand (manually start and stop) or in "continuous mode", where sessions with any errors and exceptions are automatically saved
  • Support reviews the end-user session in the Multiplayer UI, and/or adds notes
  • Support adds the session recording link to their help desk ticket or bug reporting tool

how end-users can record

Support-requested recordings​

At any point during the support workflow, Support teams can request new / additional full stack session recordings from end-users to fully understand the user steps or the system behaviour.

Overview:

how support can add notes to a recording

Proactive session search and review​

Support and engineering teams can browse and search for specific user sessions in the Multiplayer UI, allowing them to proactively investigate patterns or retroactively examine issues.

Background recording of technical issues and bugs of all sessions for specific cohorts of users can be done through the Multiplayer UI, using the "conditional mode". Teams can set sessions to be recorded based on pre-selected conditions.

Overview:

  • Support and/or developers enable "conditional recording mode" in the Multiplayer UI
  • Support reviews the end-user session and/or adds notes
  • Support adds the session recording link to their help desk ticket or bug reporting tool

conditional recording

FAQs​

Next steps​

👀 If this is the first time you’ve heard about us, you may want to see full stack session recordings in action. You can do that in our free sandbox: sandbox.multiplayer.app

🚀 If you’re ready to trial Multiplayer with your own app, you can follow the Multiplayer configuration steps. You can start a free plan at any time: go.multiplayer.app