Team Blog

Our customers are saying that we already have a deep integration with Zendesk, but today we are happy to release an even tighter integration:

Now every time that one of your Zendesk contact starts a live chat from your website, SnapAbug automatically retrieves up to date contact information from your Zendesk help desk.

Your customers will love the personal touch when you call them by their real name or remember the last time they contacted your help desk. And it will also be easier for your agents to retrieve previous tickets.

See our updated Zendesk integration page for more details.

And as always, let us know how we can make SnapABug better for you.

With this new report, SnapABug shows you when you are receiving most Live chat and Offline interactions.

Using this knowledge, you can now plan on being online when your website visitors need you the most. This means more sales and increased customer satisfaction!

You can configure the report to show you the activity per hour of the day in your time zone and filter what day of the week you want to look at.

See it for your SnapABug widget here

Several of you asked us to get SnapABug talking to ATLASSIAN JIRA.

So here it is!

As always, no programing or modification of JIRA is necessary to use this integration. Simply select JIRA in the “Set Destination” tab, provide your server address, your login credential and specify the project where you want the bugs to go. This is it, your SnapABug live chat and offline requests will go directly into your project in JIRA.

Please give it a try and let us know how we can make it better for you.

Cheers,

In other words, SnapABug now integrates with Lighthouse.

You can receive directly in Lighthouse detailed feedback and debug information from your website visitors.

No programming required, just enter your Lighthouse system address, select a project and you are ready to go.

Give it a try…

By integrating SnapABug with Basecamp, you can receive detailed feedback and debug information from your clients, along with a screen capture of the problem, directly in Basecamp.

No programming is required to use this interface, simply enter your Basecamp system address, your Basecamp API key and select a project and you are ready to go.

Basecamp message generated by SnapABug:

Give it a try…

You told us that you like SnapABug weekly statistics email, but wanted to be able to also look at the data anytime.

This is now possible. Try the “Stats” link in the main SnapABug dashboard.

We like analytics, we hope you do to.

We are working at adding a few additional interesting data points such as the ratio of proactive chats that got your visitors attention and the time of the day when requests were received.

Let us know what else would be useful for you.

It is now possible to assign Zendesk tag values while in a chat.
Imaging that you are chatting with one of your website visitor and you want to flag this specific request as a lead in Zendesk for later follow-up. You can now type “/tag = lead” in your preferred instant messaging client and the Zendesk ticket will automatically be tagged with the “lead” keyword.
Now if you couple this capability with Zendesk custom Triggers, you get a very flexible system…

Here is the generic documentation:

To assign Zendesk tags during a chat, support agents can type: /tag = {tagValues}.
e.g.: /tag = sales, or to assign multiple tags at once: /tag = tag1 tag2 tag3
The tag assignment command can be used multiple times during the same chat session.

And a bonus:

We’ve also added the ability to send arbitrary data to Zendesk the same way. Simply substitute tag by any other word you want and it will be added to the ticket message (Zendesk can have rules setup based on the ticket content).
e.g.: /SnapABug = awesome

Enjoy,
and please keep letting us know how we can make SnapABug better for you!

Several SnapABug for Salesforce users asked us for the ability to manually update leads and contacts information while chatting with website visitors.

While the ability to automatically map any SnapABug data to a Salesforce standard or custom field is very useful, sometime the information is not available before starting the chat. In this case, while on the phone (using the “Call Me” button) or in a chat, you can directly record important information provided by your visitor, to his profile by using one of the commands bellow. Simply provide the data you want to record after the ‘=’ (equal) sign and SnapABug will assign it to the Lead or Contact it will create for you in Salesforce CRM.

example:
/phone = (555) 444-6666
/name = first last

Please let us know if we overlooked a field that is important for you, and will be glad to add it.

Cheers,

Now your sales team can automatically grab your online visitors attention with an actual chat window connected to a real person.

This feature is especially useful to assist users stuck on a signup or checkout page for too long. Instead of just popping up a “chat with me” badge, SnapABug proactive chat automatically greets the visitor with a message in the name of an agent currently online. This personal message shows to your visitor that you care and are here to help them.
It is also a great way to explain your service to new visitors and ultimately convert them into customers.

Simply log in your SnapABug configurator to enable proactive chat:

Feel free to use it to help lingering visitor, but as Chris Cameron said on his ReadWriteStart blog post:

Don’t be “Clippy”

One of our primary goal when designing SnapABug is too keep it very simple for the most common use case scenarios. However, there are situations where a few additional parameters are necessary to make SnapABug work exactly right for your specific needs.

In order to keep the main widget configuration interface fairly simple we’ve grouped those more complex functionalities under the “advanced” sections.

The capability we would like to introduce today is one of them.

Because you may not always want to receive Live Chat transcripts in your Help Desk, Bug Tracker or CRM solution (Zendesk, Salesforce, Fogbugz or Pivotal Tracker), we now have two modes for sending those chat transcripts.

You can either continue sending all chat transcripts to your destination system by default, but manually tell SnapABug to not send the current chat by typing the command ‘\ignore’.

Or you can change SnapABug default behavior to never send chat transcripts to your destination system unless you type ‘\record’ during the chat.

You can find this new option in the “Live Chat” tab, in the “Advanced” section.

Simply choose the mode that works best for you!

Cheers,

We’ve recently added support for more languages. We though it might be useful to list them all here.

So here we go: You can choose to show SnapABug to your website visitors in any of those languages:

Don’t see your language here? Please contact us and we will make it happen together.

SnapABug includes an handy feature to populate any information it captures to standard or custom fields in Zendesk.

In this example, we will show you how to load two types of information into Zendesk.
- The Web Browser used by the website visitor
- The account type of the user, made available by the application in a JavaScript variable.

First, Let’s create custom Ticket fields in Zendesk

In the menu “MANAGE“, Select “Ticket Fields” and cick on “Add custom field”

Select a field type “Text”

give the field a name and click “Add field”

Now let’s configure our data mapping in SnapABug

In a different browser window (we’ll need to get back to Zendesk later), open your SnapABug widget configurator. (or click on this link: http://snapabug.com/widget)

Go in the “Set Destination” tab and click on “Advanced”

You will there discover the custom data mapper for Zendesk

We will first create a new mapping to send the Browser information to our new custom field in Zendesk.

Select source type = SnapABug, Source value = Browser and assign them to the Zendesk object = Ticket, Type = Custom and Zendesk ticket = {your custom field id}

To find your custom field Id, you can go back in Zendesk, click on “edit” next to the custom field you defined for the browser.

On the right side, Zendesk shows the custom field ID (It is 177115 for us, but it will be something different for your Zendesk Help Desk).

Now let’s do the same thing for the account type information, by clicking on “add a new field mapping“.

This time, the data comes from a JavaScript variable, so we simply need to select Source type = JavaScript and source value = account_type (or whatever name you used for your variable).

On the Zendesk side, we’ll use the same object = Ticket and Type = custom with the custom field Id for the account_type.

That’s it, now when receiving a new support request from SnapABug, we automatically see those two custom fields populated automatically.

Like this:

Thanks to the new Pivotal Tracker API, SnapABug can now automatically upload web page snapshots to your Pivotal stories.

Check out the screen capture:

We also took advantage of this upgrade to add more debug information such as OS and Browser version to the Pivotal Tracker Story.

Pivotal Tracker is a great agile project management solution that enables real time collaboration around a shared, prioritized backlog.
Streamline your QA reporting process today by combined SnapABug with Pivotal Tracker.

Give it a try now!

We are thrilled to have been invited to present at the upcoming Google I/O conference.

We’re to be part of the Developer Sandbox and look forward to sharing our experiences developing applications with Google App Engine and Google Web Toolkit (GWT).

The conference is on May 19-20 in San Francisco and if you haven’t registered yet, you can click here to register. (Do it soon, it will sell out very quickly).

CRM and Help Desk solutions such as Salesforce and Zendesk are simple to use, yet they are also powerful by letting you customize your data set to best match your business model.

Today we are proud to announce that SnapABug now leverages this flexibility by enabling you to customize how information collected by SnapABug is loaded into Salesforce CRM or Zendesk Help Desk fields.

To access this new powerful option, simply go to your Widget Configurator, select the “Set Destination” tab and in the “Advanced” section you will find the custom data mapper.

Use it to select any data collected by SnapABug, including JavaScript variables and custom text and map it to a standard or custom field in the destination system.

Give it a try and please do not hesitate to contact us if you have any question.

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.