PlayerZero FAQ

General

Setup/data

What do I need to get set up?

To get started with PlayerZero, you will need to connect your project management/ticketing tooling (Jira, Linear, etc.) along with your SCM (source code management) tooling. Within 15 minutes you should start seeing your pre-release checklist start to compile. To build a more complete, holistic understanding of the success of a release, we recommend you link your analytics tooling and engineering tooling as well, so you can see behavior changes, disruptive issues, and start correlating those to the work your team has done more recently. In order to get setup, you will need to have access the these data sources or the appropriate teammate will need to allow PlayerZero access to start capturing data.

What’s the difference between a connector and an integration?

Connectors are pre-built integrations that allow PlayerZero to communicate with other tools. Connectors eliminate the need for custom code or development. They provide a plug-and-play approach to integration, making it easy for non-technical users to set up and manage integrations. Integrations are designed to provide a centralized platform for managing and automating integrations between different applications. Their setup can vary across platforms, but often require technical setup.

What if I don’t have a connector for a specific type of data (Project management, ticketing, CRM, DevTools)?

That’s ok! If you have a connector for every type of data, you’ll get the maximum value out of PlayerZero. If you are missing a specific type of connector, then we won’t be able to tell you certain stories about your data.

Can I use PlayerZero without any connectors?

For full value, we recommend having at least ticketing and SCM data flowing into PlayerZero, which will require connectors. The difference in the PlayerZero experience is the unique ability to correlate insights across data sources.

How long does data take to start showing up in PlayerZero?

CRM & ticketing tools capture retroactive data, so within 10 minutes, you are able to discover trends and insights. Analytics & developer tools only send data after the connector is synced to PlayerZero. Once connected, we rely on active usage in your application to gather a basic understanding about users, behavior, and issue trends. It takes anywhere from 3-7 days to capture enough data. ‍Please note: Our application allows for notebooks and discovery earlier, but the insights will be based off very limited data, and may not be completely accurate or tell the full picture.

How frequently does the data update in PlayerZero?

Product analytics and developer tools send updates/changes within a few minutes.

CRM and ticketing tools send updates/changes within an hour or two.

Who can join my project and see application data?

Product analytics Your data is protected in PlayerZero. By default, projects can only be automatically accessed by users with an

approved domain⁠

(set up during onboarding). It can be configured under Settings > Team > Approved Email Domains by your project admin at any point. Users can also be added individually under Settings >

Team⁠

> Invite. Here you can also configure a user’s access. ‍Please note: public domains can NOT be added as an approved domain for security purposes (Gmail, Yahoo, Hotmail, Outlook etc.) ‍All project assets (notebooks, user reports, event reports, issue reports) can be accessed by users listed under Settings >

Team⁠

> “My Team”. If they do not have an account, they will be prompted to join your project with an approved domain (if available) to access the shared asset.

Compatibility

I have a mobile application, will PlayerZero work for me?

If you have existing product analytics and engineering integrations that work with your mobile app, then yes – as long as they are available on the PlayerZero connectors page.

What software stacks work with PlayerZero?

PlayerZero works with all software stacks that are setup to capture event trigger and engineering telemetry. PlayerZero relies on an in-house transformation model to create correlations among distributed data signal happening in your application at any given time.

How does PlayerZero connect user behavior (analytics) with backend engineering signals (issues)?

We use a variety of methods to associate these issues to user behavior in order to help you prioritize your engineering fixes. That’s a part of our secret sauce ;) . But put simply, we create user behavior models that understand what to expect from a user and compare it to what they really do in your application. We then use data from a developer tool to compare issues and correlate user sessions to understand what caused changes in behavior, if they are technical, or if they are more around experience.

Is there an open API that allows me to pull insights out of PlayerZero?

No, we do not offer API connections into PlayerZero.

Are connectors bi-directional?

Not currently, but it is on the roadmap.

Team

What does access, ownership and governance look like in PlayerZero?

There are two types of access: Owner + Member. ‍ Owners can:

View/Update billing data on “Usage & Billing”

Manage “Approved Email Domains”

Add/Edit/Delete Connectors

Add/Edit/Delete Integrations

All member functions

Members can:

Invite Team (member access)

Add Connectors

Create/Share Notebooks

View issues, users, events and settings

All member functions

Members can't:

Edit/Remove user access

Edit ”Web Configuration”

Manage settings > integrations

Edit/Delete connectors

What if I don’t want specific members of the team to see certain data?

We currently do not restrict users from seeing specific data. We plan to continue to build out permissions to include view and edit restrictions on notebooks.

What happens if we remove a member of the team from PlayerZero? Is their work lost?

All historical data from that user will be retained – any notebooks your team member shared can still be accessed after their removal.

Security

Can I mask PII data?

By default, PlayerZero filters our many forms of standard PII information directly on the browser before it is ever sent to our servers. For example, we use a series of industry standard regular expressions (text pattern matchers) and input types to preemptively filter out sensitive fields such as:

Credit card numbers

CVV codes

Social Security numbers

Email addresses

Telephone numbers

If you have implemented our Web SDK, you can also specify keys that you'd like us to scrub before the content ever hits our servers with custom JSON key filtering under Settings >

Web Configuration⁠

. (PlayerZero captures JSON, multipart/formdata, and application/x-www-form-urlencoded.)

Where is data stored?

We store data in cloud databases using industry standard vendors. All vendors are Soc2 approved for the highest level security protocols.

How does PlayerZero protect data?

PlayerZero has multiple levels of security and filtering in place to limit the type and amount of sensitive data that could potentially reach our servers. When it comes to data ingestion, we filter out critical forms of PII and allow for custom filtering. We restrict project data to only approved domains and invited users. No assets are accessible to the public or AI models.

Is PlayerZero Soc2 and HIPAA certified?

PlayerZero is both SOC 2 Type II & HIPAA compliant. With these certifications we can provide a higher level of assurance to our customers that we are following best-in-class practices to secure experience from end to end. We have scheduled audits and will continue to align our security measures to the expectations of the Trust Services Criteria (TSC). These criteria encompass security, availability, processing integrity, confidentiality, and privacy. Learn more about our SOC 2 Type II certification

here⁠

⁠

Support

How do I request new features??

General feature requests can be sent to

support@playerzero.ai⁠

. In a notebook, we also have a “suggest a followup” feature below each section to submit story suggestions quickly.

⁠

What if I’m running into an issue?

If you run into an issue, please submit a feedback report directly through our app (”Feedback” link at the top right of the application). Add a message of what exactly, copy the link provided, and send our Dev team a

Slack message⁠

. This allows us to understand your connectors, the data captured and next steps if possible.

⁠

Features

Connectors

What are connectors?

Connectors are simple hooks into your data sources. Connectors provide a plug-and-play approach to seamlessly funneling data from your product tech stack into PlayerZero. Non-technical users can set up and manage connections with just a few clicks.

What is a Read-only API token?

A read-only API token allows applications to connect to an external application with the ability to read data but not write data.

What is webhook streaming?

Webhooks are used to connect two different applications. When an event happens on the external application, the webhook grabs data about that event and sends it to a webhook URL (in PlayerZero).

Do PlayerZero connectors import retroactive data?

PlayerZero captures project management, CRM and SCM data retroactively. PlayerZero is not able to retroactively capture analytics and engineering issue data. It only captures these data types from the moment of connection onward.

Data Types

What are Events?

Each action a user takes is known as an event. Events can include page visits, button clicks or more meaningful actions such as when users create an account, complete an order, invite their team, or share a link. Events are captured through an analytics data connectors.

What are Issues?

Frontend (experience) & backend (server side) technical issues in your application. These may or may not affect your users. Issues are captured through engineering telemetry data connectors or custom web SDK.

What are Tickets?

Tickets are the broad term for project management tasks and help desk submissions. Tickets are captured through a project management or ticketing data connector.

What are Complaints and Requests?

Complaints are tickets that have been categorized as bugs or issues. Requests are tickets that ask for improvements to your product.

How does PlayerZero differentiate between ticket types?

If you’re project management platform does not tag "complaints" vs "requests", PlayerZero uses natural language processing to discern the difference in tone.

What are Users?

People who have been or are actively using your application. User profiles are created after we merge each users unique identities across all your connected tools into one single story. Events are captured through an analytics or CRM data connector.

What is structured data?

Structured data is data that has a standardized format – it is typically tabular with rows and columns that clearly define data attributes. Structured data is typically usually easier to search, explore and use.

What is unstructured data?

Unstructured data is information that is not organized in a standardized format. It is typically text-heavy, but may contain data such as dates, numbers, and facts as well. Unstructured data involves more complex search and analysis.

Release Tracking

What does adoption mean in release tracking?

Anyone who has interacted with your application since a specific release. Often adoption describes the use of a specific feature or function, but since releases can span across your application, we have broadened the definition.

When is a release automatically captured?

When a developer makes a pull request, our GitHub integration automatically detects an upcoming release and when it’s pushed to production. Another way that PlayerZero detects releases is if a ticket in your internal project management tool – such as Jira or Linear – that has a linked pull request and is marked as done/complete/merged.

Can releases be manually added?

Yes, releases can be manually added by you or a teammate in PlayerZero.

What is a “source” on a release card?

A source is a direct link to the pull request in your SCM for this release.

If I'm not seeing a recent release in PlayerZero, how do I troubleshoot?

If you are using a project management tool, make sure your PR is linked to the ticket that was released. Every tool shows links differently. Here are two examples:

Linear:

⁠

Jira:

⁠

Check the status of the ticket was updated to done/complete/merged.

How does PlayerZero distinguish between releases on my marketing site and in my app?

By default, we do not distinguish releases to a marketing site or application. We rely on ticket/release naming to identify what a certain release is changing and in which application. With a GitHub integration, we will identify which repo the release is associated with to distinguish marketing vs application changes.

Can I add a release before it’s been pushed live?

Yes! You can add a release at any time, but the most valuable time will be after a pull request has been made. A PR allows PlayerZero to understand what’s changing in the app and which playbook items should be shown in this releases’ checklist for you and your team. Note that if you create a manual release and there is an automatically detected release that is a duplicate, they will not be merged together to maintain an accurate history of releases. If there are duplicate releases in GitHub, we will merge them together for a consistent story.

Notebooks

What is a notebook in PlayerZero?

Notebooks are digital scratchpads that let you explore an interesting insight. They allow for quick discovery and a deep dive into a specific topic or asset in your application - a user, issue, event, complaint or request. For example, you discover there are 5 new issues since the last release. But, you’re wondering has anyone complained about any of these issues yet? Do they matter? By creating a notebook, you can explore the issues, see how many users are affected, see if there are any related complaints in your ticketing system and more. Answer questions such as: “How has the user experience been for users since the release?” “What issues are affecting users in their first 60 days?” “Which parts of my application are users complaining about?” Notebooks can also be shared with your team to easily share your insights and collaborate efficiently.

Can I share a notebook in PlayerZero?

Yes! Notebooks can be shared with your teammates if they are a part of your project in PlayerZero OR if they have an

approved domain⁠

which can be configured under Settings > Team > Approved Email Domains by your project admin. You can share an entire notebook or link to specific question in a notebook for additional context.

How can I save a PlayerZero notebook?

Because storytelling and discovery is best done with fresh data, we do not offer the ability to save a notebook in the same style of a Word document. Notebooks are not meant to live a long life. Sharing allows for discoveries to be sent to your team, but, the url is the only way to access an old notebook.

Can my teammates ask questions and take actions in my notebook?

The only way a teammate can access your notebook is through a shared link. Anyone who has access to your project can ask followups and take actions in your notebook when given the link.The only way a teammate can access your notebook is through a shared link. Anyone who has access to your project can ask followups and take actions in your notebook when given the link.

What should I do if the data presented wasn’t accurate, up to date or missing data?

We do not have access to your data, so please submit a feedback report to us (”Feedback” link at the top right of the application). Add a message of what exactly you expected, copy the link provided, and send our Dev team a

Slack message⁠

. This allows us to understand your connectors, the data captured and next steps if possible.

⁠

What should I do if i’d like a different follow-ups in a notebook?

Submit your suggestions through the “suggest a followup” feature below each section in your notebook.

⁠

What does NLP-powered mean?

NLP is a machine learning technology that gives computers the ability to interpret, manipulate, and comprehend data - all with the ability to communicate this data in simple human language. It allows PlayerZero to create an interactive experience around data that is approachable and allows for exploration all through a non-technical lens. PlayerZero provides an interface that takes both structured and unstructured data from various data sources and tells one unified story. It does the complex searching behind the scenes to remove restrictions on what type of data you can ask questions around.

Reports

What are User Reports?

A user report is breakdown of the total sessions, usage frequency, average session length and total events this user has in a specific time span (default last 7 days). ‍What are “favorite” events on user reports? ‍A list of the events a user triggers most often in a specific time span (default last 7 days). ‍What are user “traits” on user reports? ‍The basic metadata about a user that we’ve captured from all your connectors. ‍Who is included in a “team” on user reports? ‍A list of all users who are members of the same group/company across all your connectors. ‍What is “activity” on user reports? ‍A list of the users sessions in your application in a specific time span (default last 7 days). These sessions are timestamped and contain the steps (events) the user took within the detailed overlay.

What are Issue reports?

A breakdown of when an issue began, last occurred, total occurrences and how many users are affected during a specific time span (default last 7 days). ‍What are “prior events” on issue reports? ‍A list of the top events that happen right before the issue over a specific time span (default last 7 days). ‍What is a “stack” on issue reports? ‍A list of the calls your application made when an exception (Issue/error) was thrown (given). ‍What is “activity” on issue reports? ‍A list of the user sessions in your application that had an occurrence of this issue in a certain time span (default last 7 days). These sessions are timestamped and contain the steps (events) the user took within the detailed overlay.

What are DevReports?

DevReports are full session reports that capture the steps to reproduce, DevTools and DOM snapshots of a specific session. PlayerZero built this feature to capture the essential data you need to troubleshoot and debug and creates a single shareable report of the user session. ‍Is the DevReports feature enabled by default? ‍PlayerZero only captures DevReports for applications that are instrumented with the Web SDK and have enabled DevReports capture in project settings. ‍How do you setup your application to capture DevReports? ‍In order to use DevReports, you need to have the Web SDK installed. PlayerZero’s browser SDK (Software development kit) lets you manage PlayerZero on your site, identify your users, as well as generate links to DevTools and send your own custom events and issue tracking. You can control how we collect data and turn on and off specific features based on your preferences via Settings >

Web SDK⁠

. Most teams don’t have to change these, but they’re always there for you. ‍Are DevReports automatically or manually captured? ‍Automatic sessions are captured when you “allow issue monitoring” for a domain under Settings >

Web SDK⁠

. Here we automatically monitor for errors and retroactively upload user sessions when an issue occurs. Manual session can be submitted in two ways: ‍ You can activate the share button per environment. This allows users (both internal and external) to see a blue P[0] button in the bottom left corner of your application. Clicking it will allow them to upload their current session into PlayerZero. They will have the ability to upload a video and generate a shareable link. You can activate the keyboard shortcut per project. This allows users (both internal and external) to prompt an upload via the ⌘ + K or ctrl + K shortcut. It will allow them to upload their current session into PlayerZero. They will have the ability to upload a video and generate a shareable link.

Want to print your doc?
This is not the way.

Try clicking the ⋯ next to your doc name or using a keyboard shortcut (

CtrlP

) instead.