Team Blog

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]

The Web Marketing Blog (WEBマーケティング ブログ) wrote a very detailed review of TimZon (with a lot of screenshots)

Original Japanese Version: [Click here]

English Translation: [Click here]

PATEMBE has good review of how and why SnapABug works. Check it out at: http://patembe.com/en/2009/09/29/snapabug-tambahkan-tombol-help-pada-website-blog-anda/

MicroMents says: “Help Button Lets Visitors Report Problems through Screenshots”. Read more at http://microments.com/floating-help-button-for-your-website-take-help-of-your-visitors-to-snapabug/544

{ijifari.com} review: ”…SnapABug has come up with a more innovative idea with their Help button…”. http://ijafri.com/2009/10/02/snapabug-an-innovative-feedback-help-button-for-websites/

Thank you for all the great reviews. Please keep them coming.

Thank you for all your support.

What a day! Thank you for all the kind articles about SnapABug.

Here is a quick Roundup:

MakeUseOf:
Get Visual Feedback Widget For Your Site

KillerStartup:
Customer Support Goes Visual

Digital Inspiration:
A Help Button for your Website that can also Capture Screenshots

wwwhat’s new :
[English]: SnapABug - A good way to help our customers online
[Spanish]: Una buena forma de ayudar a nuestros clientes online
[Portuguese]: Uma boa forma de resolver os problemas dos clientes da nossa web

Get your own help widget at: SnapABug.com

We just released SnapABug, a new and visual way to request customer support.

SnapABug helps web site operators to help their customers faster.

Most support interaction could be much faster if the support team could see what their customers are seeing when they are requesting support. But today the only way to do this is to either ask the user for a screen capture (not easy and slow) or start an online meeting (requires everybody to be available at the same time).

With SnapABug, your support team receives a snapshot of the user web page display, along with additional debug information directly with the support request. With this information in hand, the support team can provide more targeted information to your users, improving customer satisfaction while saving time (and therefore money).

Check it out at: http://snapabug.com and join our beta program to get the SnapABug Help widget on your website.

We can’t wait for you to start using SnapAbug.
Jerome.

Thank you StickerGiant for the awesome TimZon stickers.

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.

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We recently had the pleasure of being interviewed by Bas de Baar for his Project Shrink Blog.

You can see the Video PodCast of the interview (and part of the TimZon team) at: http://blog.softwareprojects.org/timzon-global-virtual-1652.html

Project Shrink is a very good resource for project managers navigating today’s distributed and virtual environment.  Check it out and subscribe at: http://blog.softwareprojects.org/

Project Shrink Video PodCast about TimZon

In this long overdue post, I would like to tell you more about what the TimZon team is up to (it also explains why you haven’t heard much from us lately).

For the last few weeks, we work closely with you TimZon users and also new potential users to gather more information about what you would like TimZon to do better for you.

Based on this feedback, we are hard at work developing the latest and best version of TimZon.

Here are some of the highlights of what to expect in this upcoming release:

- We realize that you may not always want to be in front of a camera and will now offer the ability to minimize the camera. Down the road, we will also be able to only record your voice if you only wish to do so.

- In the current version, the drawing area for the whiteboard is pretty small, and not that useful. The whiteboard will almost cover the entire screen, giving you enough space to describe the most complex ideas visually. In addition, Images upload and later screen capture will let you show and comment; This will be ideal to provide feedback on user interface or graphic designs.

We are really exited about those changes and more I didn’t describe here, but still need few more days to fully test this release to provide you with a solution of quality.

We would really like to hear back from you and learn about other changes you would like to see, to make TimZon a better solution for you. Feel free to contact us by email, by replying to this post or any other way.

Thank you,
The TimZon team.

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

Did we mentioned that we now have a Facebook fan page?
You can find it at: facebook.timzon.com

We are regularly posting information there, as well as on this blog and on twitter.

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