The TimZon Team Blog

Since we’ve introduced SnapABug Salesforce CRM integration last month, we’ve been working hard to get Salesforce certified.

We are proud to announce that SnapABug is now a Salesforce certified application partner

It means that you can trust SnapABug to meet the highest standards set by Salesforce.com for information security and operating policies.

We’ve made several improvements to meet Salesforce.com security requirements. All our existing customers already benefits from those improvements automatically. We also hope that it will make new customers more confident knowing that our system is backed by one of the world’s premier on-demand platform provider.

We are working on new functionalities to make our Salesforce CRM integration even more powerful. Watch this blog and Follow-us on twitter (@snapabug) to learn more.

You asked us for a way to easily see who is online and who is offline and we just added this capability to the configurator.
Simply go to the “Chat” tab and a green dot will be next to online users, while offline users get a grey dot. Easy!

In this article from TechVibes we reveal how SnapABug came about:
http://www.techvibes.com/blog/snapabug-the-story-of-a-techstars-incubation

Please keep the comments and feature requests coming, they really drive how we build SnapABug for you.

SnapABug now lets you have multiple widget configuration attached to a same profile.

This is extremely handy when you want requests from your development environment sent to your bug tracker while support requests from production should go to your help desk.

The multi widget option is also used by our customers with a white label solution who need support requests sent to a specific organization based on the website they originated from.

The multi widget option is available for SnapABug Business and Enterprise.

Discover other benefits of SnapABug, by checking out our features page.

We recently added new optional settings in your SnapABug configurator for you to specify if you to enforce encrypted data transfer and to require a valid login for the case viewer. The case viewer displays all information on your user environment, the user location, the page screenshot, etc. for a given problem report. By default, you can share the unique case URL with anybody, but if you are dealing with sensitive information, it is a good idea to restrict the case access.

To enable this extra security functionality, sign-in in your account, and go in the Configuration tab of the configurator. Once you expand the Advanced settings, you will notice the new Extra security section:

In this new video, learn more about SnapABug online and offline support solution.

ZenDesk is a help desk platform that simplies the customer support management process for both the enterprise and the customer.

Using SnapABug with Zendesk, you can now receive the remote screenshot and detailed information captured by SnapABug in your Zendesk support requests directly and help your customers faster.

Here is how a support request generated by SnapABug looks like in Zendesk:

Configuring SnapABug for Zendesk:

1. Sign Up at http://snapabug.com

2. Define how you want the button to look like, grab the javascript code from the configurator and place it on your website

There are many feedback button, support button and contact us button options available.
If you want to provide high quality customer care as a priority, while still providing a link to your feedback or discussion forum, you can now do it using SnapABug.

In the SnapABug configuration page, simply check the box “Add a link to a discussion or feedback forum”

Here is a view of the support request form with the link activated:

We want SnapABug to fit you business needs, and have developed this change based on customer feedback. Please let us know how we can make SnapABug even more useful for you.

FogBugz is a great issue and customer request tracking system.
We’ve launched a couple of weeks ago our initial integration with FogBugz and we are happy to announce today the release of an even better integration between SnapABug and FogBugz, Making it easier to record customer support actions in FogBugz from your SnapABug help widget.

Here is an example of a FogBugz bug generated by SnapABug.
From one place, you get all the information you need to support your customer effectively.

The problem along with all the debug information such as location, url where the user was when he/she requested support, the operating environment and browser versions, language and additional plugins installed on the user machine) are in the FogBugz Support Request.
Both OS and Browser are automatically added as tags to the ticket, letting you easily find all problems experienced on Internet Explorer 6 for example.
But more importantly, the snapshot of the webpage as seen by the user is directly available in FogBugz.

Go ahead, give it a try.

Here is how to configure your SnapABug widget to report support requests to FogBugz.

- In the SnapABug configurator, select “create a FogBugz case” from the action list

- Enter your FogBugz url and a valid user credential, then click “Validate Connection”. Don’t worry, we do not keep the password, it is only used once to generate a token that will allow SnapABug t talk to your FogBugz system.

- Select a project and an area where new support requests will be directed

- Click “Save”

That’s it!
You are now all set to receive your SnapABug requests directly in FogBugz.

Thanks to Mikhail for his great review of the SnapABug use case (In Russian)

The English translation can be found [here]