Welcome to Fullstory! This guide will show you how to use Fullstory's essential features to solve customer issues with speed and empathy, while also highlighting the setup best practices that make it all possible.
Here are the key learnings we'll explore:
- Get instant context in your help desk: Your journey begins inside your ticketing system. We'll show you the ideal setup to solve tickets quickly and accurately, all in one place.
- See what your customer saw: When you need to go deeper, jump into the session replay to get the full visual and diagnose the root cause.
- Quantify the impact of a bug: After understanding one issue, you'll learn to answer the next critical question: "How many other people is this affecting?"
- Create the perfect bug ticket: You'll learn how to share your findings with engineering in a way that gets bugs fixed in record time.
- Become proactive: Get ahead of issues before they snowball or cause a spike in ticket volume.
Get instant context in your help desk
Your journey with every support ticket shouldn't start by hunting for information. It should start right inside your help desk (like Zendesk, Intercom, or Salesforce) with all the context you need already waiting for you.
By using our out-of-the-box integrations and APIs, your team can bring Fullstory's power directly into your primary workspace. With Anywhere: Activation, you can also see an AI summary in the ticket, telling you what the customer did and where they struggled.
To learn more about the strategy and steps behind this ideal setup, see our Support Leader’s Playbook for Driving Impact.
What you'll see in your help desk
Inside a ticket, you'll find everything you need to know at a glance:
- AI-generated summaries: Get the info you need in seconds by reading a text-based overview of the customer's experiences - what they did, where they struggled, and suggested actions for each session.
- Contact form details: See details from the moment the customer submitted a contact form, including the exact link to their experience so you don’t need to go hunting for it.
- See what your customer saw: Click Open to jump directly into the full session replay and see the visual of the experience.
See what your customer saw
A session is a video-like recording of how a user interacts with your website or app, capturing actions like clicks and scrolls. When a customer issue is complex, you may need to click the session link in your ticketing system to see the full customer experience to diagnose the root cause.
If you don't have an integration set up, Omnisearch is your primary tool for finding sessions by a user email, event, etc.
Now that you've opened the session, here are some key areas to help you navigate session replay and understand the customer’s experience:
- Play/Pause: Plays and pauses the session.
- Event speed: Speed up, slow down, or skip session inactivity.
- Event stream: On the right side, see a log of every action the user took. Search for an event, then click on it to jump to that exact moment in the replay.
- Dev Tools: When you suspect a technical bug, you can use Dev Tools in a session to find the root cause before escalating. This helps you provide a more accurate diagnosis, making you an invaluable partner to your engineering team.
Quantify the impact of a bug
When watching a session, you may have confirmed an error in the event stream on the right side of your screen. The next critical question is: "How many other users are affected?"
Answering this turns a single ticket into a valuable business insight. Now you can confidently tell your team and engineering counterparts, "This bug has affected 75 customers in the last 24 hours."
Watch this 1-minute video or follow the steps below to quickly find all instances of a bug and quantify the impact in one click of a button.
- While viewing a session, locate the error event in the event stream.
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Click the arrow next to the error.
- Explore the pre-made metrics that appear in the pop-up window.
- For further and optional analysis, click into any of the pre-made metrics. A new tab will open taking you to the metric definition so you can immediately begin scoping the event further.
- Save and rename any of the metrics as needed.
Create the perfect bug ticket
You've found the issue and quantified its impact. The final step is to hand it off to your engineering team in a way that guarantees action. Watch this 1-minute video or follow the steps below to easily share your insights directly from Fullstory.
- Pause the session replay at the exact moment the bug happens.
- Click Note and Share.
- Write a note describing the issue or click Summarize with AI to speed things up. Don't forget to add the impact you quantified!
- Click Save.
- Find your note in the event stream on the right, click the 3-dot menu.
- Click Report a Bug.
- Copy the metadata or use an integration (e.g. Jira, Slack) to share the metadata directly to your engineering team.
Alternatively, you can click Note and Share, then Copy to share a timestamped link to your team outside of Fullstory.
Become proactive
Great support isn't just about reacting to tickets; it's about getting ahead of them. Fullstory allows you to identify widespread issues as they emerge so you can alert your team and engineering before they snowball into a flood of tickets.
Create an alert to anticipate volume
Your team can create metrics to track key events, like error messages. When these events cross a predefined threshold, they can trigger an alert in Slack or by email.
While you may not be setting up these alerts yourself, understanding them helps you see the bigger picture and contribute to a proactive support strategy.
Check out the video below showing you how to create an alert with just a few clicks.