Customer care links

A customer writes in: something is broken. You try it on your side and everything works. Customer care links close that gap. You send the customer a one-time recording link, they record the problem directly on your site — no account, no extension, nothing to install — and the full capture lands in your Tirs workspace, ready for support and engineering.

How the flow works

1. A customer reports a problem you can't reproduce.
2. You generate a one-time link from your Tirs workspace and send it over email, chat, or the support ticket.
3. The customer opens the link, starts recording, and walks through the problem on your site.
4. The recording uploads to your workspace, packaged with full context, and your team gets to work.

Generate a link

1. Sign in to your workspace at app.tirs.dev.
2. Open Customer care.
3. Create a new link.
4. Copy it and send it to the customer any way you like — email, WhatsApp, or a reply on the support ticket.

One-time links, by design

Each link works exactly once. After the customer submits a recording, the link is dead — it can't be opened again, forwarded, or reused. Unused links can be revoked from your workspace at any time, so a link sitting in an old email thread doesn't have to stay live forever. Need another recording from the same customer? Generate a fresh link. It takes seconds.

What the customer experiences

The customer doesn't create an account and doesn't install anything. They open the link, allow screen recording, reproduce the problem on your site, and click stop. That's it. Tirs's default redaction applies here too: when logs are captured through the SDK, passwords, card numbers, and tokens are masked in the customer's browser before anything is uploaded.

What support sees afterwards

The session appears in your workspace like any other capture, with:

• A full screen recording of what the customer did
• Device, browser, OS, and viewport details
• Reproduce steps written by AI from what actually happened in the session
• An AI-drafted ticket description, ready to send to Jira or Azure DevOps

Add the Tirs SDK for logs

A recording shows what happened on screen. If the Tirs SDK is installed on your site and the link is set to record on your verified domain, the customer's console logs and network requests (method, status, URL) attach to the capture automatically — so engineering sees the failed request behind the blank screen, not just the blank screen.

Next steps

Customer recordings follow the same masking rules as your own captures. Read Redaction and sensitive data to see what's masked by default and how to add your own rules.