Collect customer troubleshooting logs with Request Video

Collect a screen recording and technical logs together so your support and engineering teams can investigate a customer’s issue.

Note: The video shows an earlier version of the setup. For Google Tag Manager, follow the instructions below.

1. Set up log collection

1. In your Zight dashboard, open Settings → Request Video.
2. Have a developer install the provided snippet on the pages where customers will reproduce issues.
3. Add your website’s domain.

Using Google Tag Manager? Set the snippet’s trigger to Initialization, rather than Window Loaded.

2. Create and share a request

1. Open Request Links → Request Video.
2. Enable Ask to collect logs.
3. Add a title and instructions.
4. Create the link and share it with your customer.

Example instructions:

Please record the steps that lead to the issue, including any error messages you see. Tell us what you expected to happen and what happened instead.

3. Have the customer record the issue

The customer follows the request’s instructions, starts recording, reproduces the issue, and submits their video. When logs are enabled, a notice explains that troubleshooting data is captured.

4. Review the recording and logs

Open the submission, find Session Logs, and use Collect Download Logs to export the technical details.

For more detail on reviewing Console, Network, and Errors beside the recording, see Review Collected Logs from Zight Video Requests.

Troubleshooting: No logs attached?

Check that log collection is enabled, the snippet is installed, and your domain is configured.

Related articles

• Request Video: Collect Screen Recordings & Technical Logs from your customers