The ticket ping-pong
"What were you doing when it happened?" — three email round-trips, a screenshot of the wrong screen, and an engineer pulled into log-diving.
Use case
Support timelines that end the guessing games
When a customer says "it broke", your support team should see what actually happened — every action, in order, grouped by session — without asking engineering to grep logs.
The problem
Why this keeps landing on your roadmap.
Frontend and backend tell half-stories
Analytics shows clicks; server logs show requests. Neither shows one user’s complete path, in order, in one place.
Access is all-or-nothing
Giving support raw database or log access is a security finding. They need scoped, read-only views per user.
How it works
Ship it in three steps.
Auto-capture the browser side
One script tag records page views (including SPA routes), clicks, and form submits, grouped by session — no per-event code.
Track the backend side
track() the actions that matter — with the same session ID, so browser and server events interleave into one timeline.
Give support a scoped view
Query events and sessions by actor from your internal tools, or open the dashboard’s session view — support sees one user’s history, nothing else.
index.htmlSoftechlog
<script src="https://softechlog.com/stl_capture.js"></script>
<script>
Softechlog.init("stl_pk_xxxxxxxxxxxx"); // ingest-only public key
Softechlog.identify({ id: user.id, name: user.name, email: user.email });
// page views, clicks, and form submits are now captured,
// grouped into sessions alongside your backend track() events
</script>FAQ
Questions teams ask about this use case.
Do browser and backend events end up in one timeline?
Yes — events that share a session_id interleave into one session timeline, so a click in the UI and the API call it triggered sit next to each other.
Is auto-capture a privacy problem?
Auto-capture records interaction events (page, element, form id), not keystrokes or field values, and the public key it uses cannot read anything back. Retention limits apply automatically.
Can support see other customers’ data?
Views are scoped by project and can be filtered per actor; feed tokens scope reads to a single user. Support never needs raw database access.
Keep reading
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