ALIAS

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ALIASEasier and safer than emailing a screenshot

Anonymous, Live, In-context Assistance Service. Your users report a problem from where it happened, with the screenshot and the details that matter, and follow your answer live. No account, no email address, nothing that says who they are.

See what it does
Host it yourself

The context, not a description of it

A report carries a screenshot taken there and then, the fields your product declares (where, what, which version) and its telemetry, checked against your schema. Nobody has to explain where they were.

Redacted before it leaves

Your rules mask, hash, round or drop what support shouldn't see, on the device and again on the server. Users black out parts of a screenshot by hand, see the telemetry before sending, and can take out what you let them.

Anonymous by design

ALIAS gives each user an id and a secret it makes itself. Nothing is derived from the user, the device or an account elsewhere, and two products never share an id.

Answers, live

Your reply reaches the user while they're still in your product, pushed as it's sent or picked up on the next poll. A ticket can turn into a live conversation, and when words aren't enough, support can ask to see the screen or open a shell on the device. The device decides.

Contact only if they choose

A user may leave an email or another way to reach them, if your product allows it. They can withdraw it at any time, and erasing their data removes it too.

Theirs to take with them

A short code moves the identity to another device. Users can download everything kept about them, or erase all of it at once.

Into your own systems

Ticket events go to your tracker, chat or warehouse as signed webhooks (Standard Webhooks, HMAC-SHA256), retried until they arrive. By default they carry only what happened; the content, redacted, only if you ask.

Many products, one desk

One instance serves several products, each isolated, with its own keys, fields, keeping times, branding and support team, managed from one panel.

What ALIAS stands for

Privacy, on both sides

We value our users' privacy, and ALIAS is built for products that value theirs. It learns only what a report needs, and your rules take out the rest before it leaves the device.

No account just to get help

Nobody should have to sign up to use a product that doesn't need it, or to ask for help with one. ALIAS never asks your users for an account, a name or an email address.

Made for software on the device

Games, offline tools, kiosks, apps at the edge: products that run on people's own devices and never ask them to sign in. ALIAS gives them a support desk without adding a login.

The desk

Every report arrives with what your product knew at that moment, already redacted. Your team answers from one queue, across all your products, and the answer reaches the user while they're still there.

The panel: the queue on the left, a crash report open on the right with its screenshot, save file and log, the context fields, the thread and an answer being written

Demo data. More in what ALIAS does.