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Multiplayer for support workflows

Multiplayer is a debugging agent designed to integrate seamlessly with your existing support workflows.

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:

Proactive bug capture & resolution​

By using the Multiplayer debugging agent, technical teams can proactively catch and resolve bugs in their application (in any environment) before they reach their end-users.

User-submitted recordings​

Users can capture recordings manually and submit them 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"
  • Support reviews the end-user session in the Multiplayer web dashboard, and/or adds notes
  • Support adds the session recording link to their help desk ticket or bug reporting tool

Support-requested recordings​

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

Overview:

  • Similarly to the previous point, end-user records directly through the in-app widget or browser extension
  • Support reviews the end-user session in the Multiplayer web dashboard, and/or adds notes
  • Support adds the session recording link to their help desk ticket or bug reporting tool

FAQs​

Next steps​

🚀 If you’re ready to trial Multiplayer with your own app, you can follow the steps in the quickstart.

📌 If you have any questions shoot us an email! 💜