Packtly is the evidence layer for AI-era debugging. We build for the moment a customer issue stops being a support conversation and becomes engineering work.
The ticket was never enough
Most escalations still begin with a sentence like "it broke." A support engineer asks for details, copies notes into a template, attaches a screenshot, and sends the case to engineering. The form may be complete, but the evidence is not.
The engineer needs the request that failed, the browser state around it, the backend trace, the feature flags, the agent run, the model call, the tool payload, and the exact sequence of user actions. Support usually has none of that. The customer has already moved on. The session is gone.
This is why the first hour of debugging is often archaeology. People reconstruct a timeline from partial screenshots, stale logs, Slack threads, ticket comments, and guesses. That work is expensive for humans and almost impossible for debugging agents.
The debugger changed
Engineers are starting to hand real debugging work to agents. Claude Code, Cursor, Codex, and internal copilots can read code, inspect traces, form hypotheses, and propose fixes quickly. But speed does not matter if the context is incomplete.
An agent handed a vague ticket behaves like an engineer handed a vague ticket. It guesses. It asks for more. It misses the missing request ID. It cannot recover a browser session that nobody captured.
The next bottleneck is not whether an agent can reason. The bottleneck is whether the product can feed the agent a complete, trustworthy packet of evidence at the moment the failure is escalated.
The packet is the unit
Packtly is not trying to replace support tools, observability tools, session replay, or agent tracing. Those systems each hold a piece of the incident. The missing layer is the one that assembles the pieces into a customer-scoped handoff.
One issue. One controlled capture. One timeline. One completeness score. One exportable packet that an engineer or debugging agent can act on without asking the customer to reproduce the same failure again.
Our bet
What we will not become
Packtly is not a generic observability dashboard. It is not always-on surveillance. It is not a public logging cloud. The product exists to capture bounded evidence for a specific customer issue, review it, and hand it to the person or agent responsible for fixing it.
That boundary matters. It keeps the workflow focused, the privacy model understandable, and the packet useful. The goal is not more data. The goal is the right data, captured at the right moment, in the shape the debugger can actually use.