Problem Statement

A very common use-case is that organizations want to have replays (which are effectively repros) of what users were doing before submitting a support ticket (e.g., Intercom, Zendesk, etc.). When a support ticket is more vague and/or requires further technical investigation, it often gets routed to an engineering team to debug. However, there's no guarantee there will be an associated replay for that support issue, which is one of the core ways users get value out of replays (especially for non-errors).

Solution Brainstorm

Improve the connection of replays to support tickets by increasing the likelihood of relevant replays to be available in Sentry.

Today, we do offer a way to trigger creating a replay at the time of opening a Support widget, here's how that can be done: If you have on error sample rate > 0, we buffer up to 60 seconds of replay - you can then call replay.flush() (where replay is an instance of Sentry.Replay, another method is to call client.getIntegrationByName but that's only available in latest SDK) to send the replay to Sentry (so "creating" the replay) when the user opens the X support widget.

We can highlight how this can be done in our docs to educate users, serve a core use-case, and help people get more value out of Replay.

Entry under Custom Sampling: https://docs.sentry.io/platforms/javascript/session-replay/understanding-sessions/#examples-of-custom-sampling