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Zendesk client with screen capture
Submitted Aug 16 by David Graham
I recently checked out FogBugz and wasn't crazy about it -- Zendesk has the best UI out of any help desk I've looked at -- but it did have one thing that I fell in love with. They had an installable client for Macs and PCs that provided a slick way to enter a bug and could even capture the screen along with it. This would be a huge time saver since screenshots provide such good context for what the end user is doing when they see a bug happen.
Comments
Thumbs up for that!
That would seem to add yet another level of complexity to the ZenDesk system. Surely it's easier and cheaper to just tell users how to take a screenshot and add it to the ticket. You could even put the walk-through in the Tips & Tricks section of your ZenDesk!
I think if there was a desktop client I would not be using it as I would then end up supporting that too!
@Neil:
I don't see how this adds any complexity to the existing options for submitting tickets. If the average user wants to submit an urgent ticket with an attachment, here are the steps involved:
- Capture screen to a file
- Open browser
- Go to help desk site and login
- Create new ticket
- Enter ticket properties
- Attach, browse, and select captured image file (this is no small feat for many users)
- Submit ticket
- Invoke New Bug command via keyboard shortcut (or from the icon in the menu or tray)
- Enter ticket properties
- Check a box titled "Include screenshot"
- Submit
I really did like how the other system used a little screen capture tool. But currently, my users are so heavily using email, I just tell them to Alt-Printscreen, and paste into email (Outlook) and send it off to the system. Way easy for them to use.
However, if Zendesk did have this feature, it would greatly enhance Zendesk as a solution :)
@David,
My users tend to rely on email to log support tickets, so their procedure is simply
1. Alt-Print Screen
2. New Email to helpdesk
3. Ctrl-V
I can teach those two keyboard shortcuts in 1 minute, or attach it as a tip on the support forum, or include it in the welcome email.
I'm not dismissing your idea, but I know it's not something I would roll out to my users. It just strikes me as another application to support/update/upgrade.