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The problem this doesn't solve is the customer who emails support, includes a screenshot. The screenshot doesn't include the browser frame, but just clearly sh

by taf2 14y ago

The problem this doesn't solve is the customer who emails support, includes a screenshot. The screenshot doesn't include the browser frame, but just clearly shows something being rendered incorrectly. You kind of are stuck - first trying to reproduce locally, and then you have to resort to asking "what browser are you on?"... Anyone have other ideas about how to handle the email support when it's like this?

prawks 14y ago
At the risk of making your service/site appear error-prone, you could make it evident on each page what a user should do if there is a problem. Basically have a method for the user to send an email to support with what is equivalent to a stack trace for that page: include their browser info, and any other relevant generic info. Just spit-balling here.
MattBearman 14y ago
Hate to thread-jack, but that's exactly the use case I built BugMuncher (http://bugmuncher.com http://bugmuncher.com) for :)
martinced 14y ago
"Anyone have other ideas about how to handle the email support when it's like this?" Basically all you need is a user ID + time or a session ID so that you can trivially (in one line) cat your log and grep the corresponding ID (you have to log the browser details once per session of course, which is trivial to do). Note that I've been working on a project where the helpdesk would mandate user to take screenshots or their complaints wouldn't be going through, so I know what you're talking about ; ) Want an easy solution? Put the session ID somewhere in your screenshot that shall resist lossy compression (my users where forced to send PNG screenshots but YMMV: you may be getting JPG ones) but that is not readable by your users. Something like a #CCCCCC text on a #FFFFFF background next to the logo at the top of the page. Now I'm not advocating everybody to do that: all I'm saying is that if, in your case, you're getting enough screenshots without being able to tie them to a session ID, then it's an easy solution that may save your day.

by taf2 14y ago

prawks 14y ago

At the risk of making your service/site appear error-prone, you could make it evident on each page what a user should do if there is a problem. Basically have a method for the user to send an email to support with what is equivalent to a stack trace for that page: include their browser info, and any other relevant generic info. Just spit-balling here.

MattBearman 14y ago

Hate to thread-jack, but that's exactly the use case I built BugMuncher (http://bugmuncher.com http://bugmuncher.com) for :)

martinced 14y ago

"Anyone have other ideas about how to handle the email support when it's like this?" Basically all you need is a user ID + time or a session ID so that you can trivially (in one line) cat your log and grep the corresponding ID (you have to log the browser details once per session of course, which is trivial to do). Note that I've been working on a project where the helpdesk would mandate user to take screenshots or their complaints wouldn't be going through, so I know what you're talking about ; ) Want an easy solution? Put the session ID somewhere in your screenshot that shall resist lossy compression (my users where forced to send PNG screenshots but YMMV: you may be getting JPG ones) but that is not readable by your users. Something like a #CCCCCC text on a #FFFFFF background next to the logo at the top of the page. Now I'm not advocating everybody to do that: all I'm saying is that if, in your case, you're getting enough screenshots without being able to tie them to a session ID, then it's an easy solution that may save your day.