Did the customer check the help center before writing in to support?
When customers reach out to support, they probably aren't randomly knocking at your door. It is possible that writing an email was their method of last resort, only after they had looked around in-app, scrutinized the knowledge base, and come up empty. Use FullStory to ensure you don't create a frustrating feedback loop for your customer.
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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