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.

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”

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!

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.

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!

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.

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.

We are really exited to announce the release of TimZon’s screen capture capability

To take a screenshot of your screen using TimZon, simply click on this icon in the recorder toolbar:

TimZon screen capture function enables you to more effectively communicate visually.

It can be used to easily demonstrate a problem, a new design or more generally to show others anything from your computer screen and talk about it rather than writing a long and complex email description.

Please feel free to try it and let us know what you think about it. We are looking forward for your feedback.

>> Free Sign Up

We just released a new version of TimZon. Here are the changes:

- You can now use your keyboard to control the video recording:
  <Space> : pause or continue the video recording.
  <Esc>: stop recording.

- The video title is now optional. You can leave it blank if you don’t feal like giving a title to your video.

- TimZon tries to determine your time zone automatically, so you don’t have to manually select it. If you still want to change it, go to the Settings menu and feel free to use a different one.

- We also introduced multiple interface changes to show what video is currently playing, preview the title of the video before playing it and much more…

Check it out. » Free Sign Up

Google apps users can now directly get their domain recognized by TimZon by bookmarking the folowing URL: http://timzon.com?domain=<your_domain>

Example: http://timzon.com?domain=timzon.com

Several of you have voiced their concerns about the service not entirely clear so we’ve gone live with a major redesign for usability that also looks much better.

We hope you’ll give this new TimZon version a spin and that you’ll experience a whole new type of collaboration.

As always, your feedback is important. Let us know what we can do to improve. (We read the comments to this blog).

Thank you for your support,

The TimZon Team
http://www.timzon.com

We’ve released TimZon in Beta test.

Go to: http://www.timzon.com to try it.

After signing in with your Google Account (GMail or Apps), you will be able to:

• View, Create and delete discussions.
• Record high quality videos directly from your webcam or Import YouTube videos in a discussion.
• Invite any of your Google contact to a discussion (You can add, remove and edit contacts using GMail contact manager).
• Simply “Star” discussion to get updated on any new contribution to this discussion.
• Feel free to comment on any video and share those with participants to the discussion.
• To facilitate communication accros languages, Video titles and descriptions can also be translated to any of the 24 languages currently supported.