# SessionStack Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is SessionStack the right Remote Support solution for you? Explore 10 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/159261/SessionStack/reviews --- SessionStack 4.2 (10) [View alternatives](https://www.capterra.com/p/159261/SessionStack/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated February 13th, 2026 # Reviews of SessionStack Ease of use 3.9 Customer Service 4.5 ## Showing most helpful reviews Showing 1-10 of 10 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Ikonom F. Product Manager Events Services Used the software for: 1-2 years ### "Great product support and incident tracking tool" December 10, 2019 4.0 We now have better support, we make less interviews with users and easily identify usability problems. Pros What I really liked about the tool is that it is really focused on showing you the steps a user undertakes in their flow and tracks the frontend errors. I can easily identify anonymous feedbacks and get a better picture of what went wrong when doing customer support. Cons I still cannot get good use of the error reports, so some further user profiling would help me to identify which sessions I should be more focusing on. Alternatives considered [Hotjar](https://www.capterra.com/p/163516/Hotjar/) Reason for choosing SessionStack More focused on solving our specific product-related needs. Review Source Response from SessionStack December 13, 2019 Hi Ikonom, We really appreciate your feedback! Thank you! Best regards, SessionStack Team VR Verified Reviewer Customer Service Automotive Used the software for: 1-2 years ### "Expedite your customer support and alleviate time wasted by developers collating information." December 18, 2019 5.0 This program is a major time-saver, you don't have to hassle the customer for information about how the issue occurred, or wait for their responses to questions when using support ticketing systems. Pros Session stacker makes it easy to record the steps taken by our customers to reach the point with the issue, thus helping developers figuring out what caused the problem or making it possible to identify user procedural mistakes as opposed to application faults Cons It took a little time to understand how to get to where you needed to be to identify the issues. A bit of practice and clicking on different things to see what they did, eventually leads you to become expert at quickly finding the issues Review Source Response from SessionStack January 6, 2020 Thank you for taking the time to leave us a review. We appreciate it! GO GABE O. UX Designer Computer Software Used the software for: 1-2 years ### "Definitely helpful, but could have more advanced features" December 20, 2019 3.0 Overall Sessionstack is great for me as it tells me what users are doing, but it cannot tell me why. That's okay, as the next step for me is usually to reach out to users. However, if the tool could facilitate this process, or at least keep that in mind as I use it, it would be helpful. Pros For the most part, it works as intended. It's great at showing you WHAT users are doing. Certain features make it more user-friendly, such as the ability to skip prolonged activity, or speed up the session. Cons It feels like there hasn't been much feature development over the past two years. I'd like to see more insightful information about the sessions, like heat maps of clicks, or other things that I cannot deduce from watching individual sessions. There's a lot of untapped, useful information that could be gleaned from this data, but it's not available to us. Also, in general the tool can feel somewhat buggy. Sometimes the user activity during sessions doesn't feel accurate, or certain interface elements are missing from the video. For example, as the designer of the software being used in the sessions, I know what UI components are supposed to be there, but in some sessions, they aren't present. Or, the user will click on the screen in one place, but that will initiate a button in a different location - meaning, the representation of clicks in the videos is sometimes off. Review Source Murry I. CEO Information Technology and Services Used the software for: 1-2 years ### "Great product that's massively helping our customer success efforts" December 13, 2019 5.0 Pros We use SessionStack daily in our Customer Success efforts at Metrilo. It's a great product that helps us massively cut the time to resolutions. Cons Nothing that comes to mind, really. It was kind of slow if we were loading long user sessions but now it loads pretty fast. Review Source Response from SessionStack December 16, 2019 Hi Murry, Thank you for taking the time to leave us a review! We constantly strive to make SessionStack better. RH RAFAEL H. PROJECT MANAGER, SOFTWARE ENGINIERER Information Services Used the software for: 2+ years ### "My review" August 19, 2020 5.0 Diagnostic production errors. Understand application use by customers. Pros I can see my customers interacting with the application and understand the best and worst UX Cons Searching functionality is very basic... Alternatives considered [Raygun](https://www.capterra.com/p/159822/Raygun/) Reason for choosing SessionStack Blogs, ease to use Review Source SR Sam R. Customer Support Computer Software Used the software for: 6-12 months ### "Very helpful, but not always reliable" June 2, 2020 3.0 I haven't co-browsed before but I am eager to try this feature out. Pros I use it to inspect reported issues and get my own screenshots so there's not too much back and forth between the user and Support. I use it quite regularly and have found it to be helpful, but have noticed that it can sometimes be a bit tricky to use. Cons The left hand side bar in a session is quite code-y, which can make it a bit difficult (for me) to understand. I find that I can't navigate a session easily because I don't understand what the code is referring to, so end up just watching the whole thing until I find what I'm looking for. I also find that sometimes when I know a user is online, they have no live sessions, which is a bit puzzling. Review Source Response from SessionStack June 19, 2020 Hey Sam, Thank you very much for taking the time to post a review. Your feedback is very important to us since we try to continuously improve SessionStack to better fit your needs. It's on our roadmap to improve the UX of the steps timeline so that it's more friendly to non-tech users. Also, we'll investigate why some sessions might not be appearing in the "Users online now" dashboard, and we'll be in touch shortly TZ Tiffany Z. Business Process Engineer Computer Software Used the software for: 6-12 months ### "Sessionstack Review" December 10, 2019 3.0 Sessionstack does capture our users sessions and allows us to play them back. While the product is not always easy to navigate in, it was very reasonably priced. Pros Sessionstack was easy to implement and is very cost effective for us as a small SAS company. Cons It's a little hard to navigate around the system and find specific points in time and actions. It would also be nice to mark a moment in time to share with colleagues (such as when a specific user action is taken). Right now, we have to direct our team to the minute and second of the action, which is more time consuming for the user sharing and the user receiving it. Switched from [Fullstory](https://www.capterra.com/p/153721/FullStory/) Cost concerns Review Source Response from SessionStack December 12, 2019 Hi Tiffany, Thank you for taking the time to write us a review. We appreciate your feedback. It helps us improve our product. Including notes and sharing a session at a specific time is on our roadmap and you can expect to see it really soon. We'll update you once notes and "share at" are available. If you need more information, do not hesitate to reach out to our team at support@sessionstack.com VW Veronica W. Product Manager Computer Software Used the software for: 6-12 months ### "Great visibility into customer behaviors" December 10, 2019 5.0 Pros I love the ability to observe how users are interacting with new software Cons It can be tedious to find the right sessions to review Review Source Response from SessionStack December 12, 2019 Hi Veronica, Thank you for taking the time to leave us a review. We are glad your experience with SessionStack is satisfying your needs. As for finding the right session, you can easily do that by using our date and time filter. You can track a specific session to the minute. Also, you can send us additional properties via the JavaScript Identity API since we're indexing and searching throughout all of them. It can be as many as you need. Find out more here: http://bit.ly/2LY8g3l. If you need more information, do not hesitate to reach out to our team at support@sessionstack.com CI Coleman I. Customer Success Manager E-Learning Used the software for: Less than 6 months ### "Boost your helpfulness" June 2, 2020 5.0 Overall, SessionStack is the ultimate time saver for troubleshooting. It's as if you have a time machine portal into your customer's experience. Pros SecessionStack has been a game changer for our support and development team. We are able to see first hand our users issues instantly. Cons We would love to have a "request screenshot" feature for Intercom Operator. Review Source Response from SessionStack June 19, 2020 Hey Coleman, Thank you for your feedback. It's valuable to us since it helps us with the future improvement of SessionStack. We'll evaluate the possibility to request screenshots through the Intercom integration and let you know when it will be introduced. JC Jorden C. Senior Product Manager Information Technology and Services Used the software for: 1-2 years ### "Session Stack Review" December 18, 2019 4.0 It's been really good, there are a few things that can be improved upon but we like the product. Pros It's ability to provide information that otherwise we couldn't see via normal methods. The system also allowed us to playback the sessions and pinpoint where the issue happened and what errors were thrown at the time. Cons Two things. Long sessions (100 + hours or more) by users are impossible to view as they take forever to download. The fact that when we update our application we change the URL and this breaks all the previously captures sessions so we can't view them Review Source Similar Products Featured