At one point, this doesn't scale and leaves a rather "incompetent" image of your team on the customer (if that customer understands a bit of tech). It's hard to

At one point, this doesn't scale and leaves a rather "incompetent" image of your team on the customer (if that customer understands a bit of tech). It's hard to find a problem if you don't know what to look for. Integrate better error logging and reporting systems like Sentry, LogRocket; both in backend and client side. This particular case gives me to hints to look for data specific to this user.