Products

A product is one thing your users report from: an app, a game, a device. Each has its own keys, users, reports, settings and look, and nothing is shared between products. Admin → Products lists them, with where each is kept: this page, or the config file on a self-hosted deployment.

Add product makes one. Every setting has a default, so an id and a name are enough to start. Changes are saved with Save changes, which counts what's unsaved. Delete product asks you to type its id.

A product from the configuration file is read-only here (This product is the config file's: change it there). Its webhooks can still be managed on the page.

The settings

Section	What it sets
General	the id (it can't change later), the name, an optional support role whose holders work this product's desk, the privacy page shown to users, and the web origins allowed to use its keys from a browser
Branding	a colour, an accent and a logo, shown to users in the clients
Contact	whether users may leave a contact at all (Off or Optional), what kind (an email address, or something else such as a forum name), and what the user agrees to: the consent text shown to them in full
Conversations	whether new tickets are tickets or live conversations, who may take one live (nobody, support, the user asking, or either), and after how many quiet minutes it goes back to a ticket. See Live conversations
Keeping	after how many days resolved or closed reports are deleted, and users not seen
Limits	per hour: reports and comments per user and per address, and the like. Empty is the default. A key in quarantine gets a twentieth of each
Context fields	what a report may carry beside the note: a name, a label and a type (text, number, yes/no, a place, a link built from other fields, JSON). Anything a product sends that isn't declared is dropped
Telemetry	an optional JSON Schema the telemetry must match, and its size at most. A report that doesn't match is refused, with the reason
Redaction	the rules applied to the telemetry, the context and the note, on the device and again on the server
Removable	which telemetry or context values the user may take out before sending
Attachments	how many files, how large together, and which types, including types of your own
Remote assistance	what support may ask for (a shell, the screen), how long a session lasts, and how long the device has to answer. See Remote assistance
Webhooks	the endpoints that get this product's ticket events. See Webhooks

The clients fetch these settings from the service, so a change here reaches your users without a new build.

Redaction

Each rule has a path (such as /telemetry/account or /note), a strategy and its setting:

Strategy	Does
drop	removes the value
mask	shows •••• and the last few characters
truncate	keeps the first so many characters
round	rounds a number to a step
coarsen	lowers the precision of a number or a place
regex	replaces whatever matches a pattern, such as email addresses
hash	a pseudonym: support can see that two reports share it, never what it is

Try it runs the rules on a sample report, as a build would send it, and shows exactly what support would see. Try a rule before you save it.

Demo data.