3 ms·

You're asking the user to cut and paste a URL... it's still too hard. The one we use, when we need to, is this: http://supportdetails.com/ http://supportdetail

by buro9 13y ago

You're asking the user to cut and paste a URL... it's still too hard. The one we use, when we need to, is this: http://supportdetails.com/ http://supportdetails.com/ All they have to do is put a recipient email address in the top, and hit "send details", and we receive an email letting us know what they're using. You can even pre-populate the form: http://supportdetails.com/?recipient=your@email.com http://supportdetails.com/?recipient=your@email.com http://supportdetails.com/?sender_name=Jessica&sender=email@sender.com&recipient=email@recipient.com http://supportdetails.com/?sender_name=Jessica&sender=email@... Making it a single click function. Although I agree with other comments in this thread, that this is something your app should log, there are scenarios in which this type of tool is really useful. Namely: Registration/Sign-in errors, in which it's going to be extremely difficult to identify from log files which tuple relates to the user having issues.

grexi 13y ago
You're right - every user action / step is hard for support. We tackled this problem with Usersnap (https://usersnap.com https://usersnap.com ) - devs will get accurate information (Browser + OS version and a screenshot) directly with the bug report!
pgt 13y ago
Have you considered generating a unique URL for the requester (technical support) to share with the client, maybe with their name ini t? Once they visit it, pull their details, store it, and email it to the requester, or add it in their account.
- buro9 13y ago
  It's not my site. But it's very useful. And we use Streak, so when we get such an email it is automatically assigned to the bug and the CRM for that user... for free... using Streak filters.
SimeVidas 13y ago
That site is not responsive :-| (whatsmybrowser.org is)
- buro9 13y ago
  That would be a nice addition, but isn't essential. I've never had a single person I've asked for the extra info from, fail to be able to send it. It's not a blocker. But... trying to get them to figure out "cut and paste and send email to help@foo.com" is a blocker. Then we're giving support for the support tools.
  - Numberwang 13y ago
    Love the site, but I would really need to have info on addons (particularly Silverlight) included to have use for it.

by buro9 13y ago

grexi 13y ago

You're right - every user action / step is hard for support. We tackled this problem with Usersnap (https://usersnap.com https://usersnap.com ) - devs will get accurate information (Browser + OS version and a screenshot) directly with the bug report!

pgt 13y ago

Have you considered generating a unique URL for the requester (technical support) to share with the client, maybe with their name ini t? Once they visit it, pull their details, store it, and email it to the requester, or add it in their account.

buro9 13y ago
It's not my site. But it's very useful. And we use Streak, so when we get such an email it is automatically assigned to the bug and the CRM for that user... for free... using Streak filters.

SimeVidas 13y ago

That site is not responsive :-| (whatsmybrowser.org is)

buro9 13y ago
That would be a nice addition, but isn't essential. I've never had a single person I've asked for the extra info from, fail to be able to send it. It's not a blocker. But... trying to get them to figure out "cut and paste and send email to help@foo.com" is a blocker. Then we're giving support for the support tools.
- Numberwang 13y ago
  Love the site, but I would really need to have info on addons (particularly Silverlight) included to have use for it.