The Record Session function is a powerful tool designed to help the Happeo Support Team quickly and efficiently diagnose and resolve any technical issues you might be experiencing within Happeo.
What Does the Record Session Function Do?
When activated, the Record Session function does two key things simultaneously:
- Records your screen: It captures the visual actions you take on your screen as you reproduce the issue.
- Captures essential browser information: It automatically captures crucial technical data, such as console logs and network activity. This information is vital for our engineers to understand what is happening behind the scenes.
This captured information is then automatically and securely shared with the Happeo Support Team and engineers. This allows us to look into the issue with comprehensive details right away, often reducing the need to ask you for additional technical information or steps.
How to Record a Session
Follow these steps to successfully record your session and submit a support ticket:
- Navigate to the avatar on your top right corner.
- Initiate Recording: In the menu click the "Record Session" button when you encounter an issue.
- Acknowledge Consent: A pop-up will appear, asking for your consent to begin the recording. This is the text you will see: By clicking "Start Recording", you agree to record your session. We will use the recording to troubleshoot the problems you report when you submit a support request. The recording will be stored for 90 days.
- Start and Reproduce: After clicking "Start Recording," immediately reproduce the issue you are experiencing on your screen. This ensures the recording captures the exact steps that led to the problem.
- Stop Recording: Once the issue has occurred and is captured, click the "Stop Recording" button.
- Submit a Ticket: You will be prompted to submit a support ticket. This step is mandatory, as it informs the Support Team of the specific issue you encountered and provides them with your contact information.
⚠️ Important: Your screen recording is automatically saved in our system once you stop recording. You will not see the video attached to your support ticket, and you do not need to upload it manually. Our support team will securely retrieve the recording from our system.
Once the recording stops, a prompt will appear asking you to create a new support ticket. This step is required so our team can understand what went wrong and begin investigating the issue. The recording provides additional context, but the support team cannot investigate your case until a ticket has been submitted with a written description of the problem.
If you have already submitted a request to our support team, you do not need to create a new ticket. Our team will be able to retrieve your recording and connect it to your existing request without any issues.