How do I explain this issue to an engineer to ensure my customer gets the best help needed?
When your customers write in to support, you don't always have the context needed to troubleshoot their issue because you, your customer, and your engineering team all speak a different language. A FullStory session acts as a translator, allowing you to send a recording of your customer's problem session along with all associated environment details directly to an engineer instead of increasing frustration with more e-mails and confused language.
Now your engineer can instantly know helpful information, such as:
Search for the session in FullStory with a date and time range and identifying user details. In this example, we use their e-mail address, but for you this might be a Name, UID, or custom identifying variable.
Using one of our Support integrations, retrieve the session directly from the support application. Here is an example of our Zendesk integration:
Using fs.getCurrentSessionURL, have a session link directly embedded in your support ticket:
Similar recipes you can cook up in FullStory:
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