Get Help: Record the Problem

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When something goes wrong, you can show your support provider what happened instead of describing it in writing. You record the problem while you use your screens as normal and talk it through. Everything you typed or stored stays hidden, and nothing is sent until you press Send.

Opening Get Help

Open the menu and press Support (the chat icon at the bottom). When your provider offers Get Help, Support opens Get Help with two choices:

• Record the Problem: record what happens on your screens, with your voice if you want.
• Chat With Us: type a message to your provider, as before.

When your provider does not offer Get Help, Support opens the chat, as it always has. Get Help for your company, and what is shown, comes from the action core.gethelp.state.

Before You Record

The screen before recording says:

• Who receives it: your support provider, by name.
• Who writes the report: the AI service your provider uses, on your provider's own key, working in your data region. If your provider has no AI key, or its AI service cannot keep the work in your data region, there is no AI report and a person at your provider watches the recording instead. Nothing leaves your region to make a report.
• Where it is kept: in your account, in your data region, until the request closes or for 30 days, whichever is first.

Check or clear Record my voice too. Your browser asks for the microphone each time. If you block it, the recording goes on without your voice. Press Start Recording.

While Recording

A small bar at the bottom of the screen shows the time, whether your voice is on, Show a Field, and Stop. Use your screens as normal: open pages, press buttons, and open pop ups.

• Everything is hidden by default. Field values, record text, names, amounts, and file names are copied as gray blocks. Only text that ships in the app's own code shows: menus, buttons, labels, headings, and the app's own error messages. The hiding happens in your browser before anything is kept, so a hidden value is never recorded.
• Show one field. Press Show a Field, then click one value on the screen. That value shows in this recording only. Esc cancels. Clicking the app's own words shows nothing new, because they are already visible.
• Technical details are kept with it: the app and its version, the screens you used, your device and browser, the app's own error messages, and any request that failed, by its route, status code, and request id only. The request itself, its answer, and anything in its address after the route are never kept.
• A recording stops by itself at 10 minutes.

Stop: See What Will Be Sent

Stop shows Your Recording: exactly what your provider will see. Play it, pause it, and move along it. Under Fields You Showed, each field you showed has Hide Again (and Show Again), so you can take it back before sending. The technical details are listed too.

• Send to your provider sends it (actions core.gethelp.start, core.gethelp.piece, and core.gethelp.send). Each piece of the recording is sealed with your company's own key and kept in your account. The fields you showed are listed by name in your Activity Log.
• Throw Away asks first, then keeps nothing: not the recording, the voice, or the fields you showed. Nothing reached your account before Send.

After you send, Sent gives you the request number (such as HR-1042) and when it will be deleted.

Your Recordings

Support, Get Help lists Your Recordings: each one you sent, when, how many times your provider watched it, and whether support can still watch it. Owners, admins, and anyone whose role allows "Delete anyone's Get Help recording and end support's access to it" (core.gethelp_manage) see every recording the company sent.

• End Access (action core.gethelp.end_access) asks first, then your provider can no longer play it. The request stays open, and they keep its report.
• Delete Recording (action core.gethelp.delete) asks first, then deletes the recording, the voice, the transcript, and the fields shown, at once. The request stays open with its report.

When a Recording Is Deleted

A recording is deleted when its request closes, or after 30 days, whichever is first. You can delete it sooner. Your Activity Log keeps that it existed, each time your provider watched it and who did, and when it was deleted. Your provider's request keeps only its report.

In Your Export

Export Everything includes Get Help: Company/Get Help Recordings.csv lists every recording your people sent, with its report and technical details, and each recording still kept comes as its page copies (Recording.json) and its voice (Voice.webm) in Company/Get Help Recordings, in a folder by its number. A deleted recording is a row only. When you offer Get Help, Company/Get Help Requests.csv lists the requests your customers sent, with their reports and bug docs.

The Report

When your provider's AI can work in your data region, it writes a short report from the screens you used, the buttons you pressed, the app's errors, the failed requests, and what you said: steps to reproduce, the screen, the errors, the version, what you expected, and what happened. Before the report leaves your account, every value you showed, your name, your company's name, and anything shaped like an email address, phone number, street address, or card or account number are removed. Only that report reaches your provider.

For Providers: Offering Get Help to Your Customers

Any account can offer Get Help to its own customers. Open Helpdesk, then Settings, and use Get Help for Your Customers:

• Offer Get Help turns it on or off (action core.gethelp.offer.set). Your customers see Record the Problem in Support while it is on, and Chat With Us only while it is off.
• Report written by shows the AI key that writes reports: your own Claude API key from Settings, AI Agents (and your OpenAI API key for what customers say, when you add one). With no key, recordings arrive without a report and a person watches them. Add an AI Key opens Settings, Connections. What the card shows comes from the action core.gethelp.offer.
• Each recording, and the AI's work on it, stays in the customer's data region. The AI step runs only when your account is in the same region and your AI service keeps its work there; otherwise the report is skipped and a person watches.

Owners, admins, and anyone whose role allows "Offer Get Help to your customers, and watch, approve, and close the recordings they send" (core.gethelp_provide) can do this.

For Providers: Help Recordings

Helpdesk, Help Recordings lists what your customers sent (action core.gethelp.requests), newest first, each with its customer, length, and whether its report is ready. Open one (action core.gethelp.request) to see:

• Recording: Play Recording plays it from the customer's account, in their region (action core.gethelp.watch). It cannot be downloaded, and each play is written in the customer's Activity Log with your name. Once the request closes, the customer deletes it or ends your access, or 30 days pass, it can no longer be played.
• Report: the steps to reproduce, the screen, the errors, the version, what was expected, and what happened, with a line saying what was removed in the customer's account.
• Technical Details: the app and version, screens, device and browser, errors, and failed requests by route, status, and request id.
• Into a Fix: nothing becomes a bug doc until a person approves it. Approve for a Fix (action core.gethelp.approve) asks first, then makes a bug doc (such as BUG-0001) from the report only: no recording, voice, transcript, or shown value goes with it. Preview Bug Doc (action core.gethelp.bug_doc) shows it, with Copy Bug Doc. A builder reproduces it in a shared demo company. Not a Bug (action core.gethelp.not_bug) marks it instead.
• Close Request (action core.gethelp.close) asks first. The customer's account then deletes the recording, and the report stays with your request.

Who Can Use It

Get Help is never for AI agents or API keys: a recording holds a person's screen and voice, and a person approves every bug doc.

Recordings Between Two Accounts Planned

Getting a recording to your provider, playing it from your account, and your provider's AI writing the report need the connection between accounts that is still being built. Until it is ready, a recording you send waits in your account, and your provider's Play Recording says it cannot play from there yet.