If you work for a SaaS company or manage its support team, you’re well aware of the challenges agents face when handling customer tickets. Resolving issues often requires replicating the problem on their device, having an in-depth understanding of the software, and coordinating with multiple stakeholders to find a solution.
These factors create several friction points—agents may struggle to replicate the customer’s issue, while missing information or media in tickets can lead to lengthy back-and-forth exchanges.
Integrating SnapCall for this purpose can deliver significant benefits in the short term, including:
It will be easier for the customer to provide the information or the media agent needs: all they need to do is to open SnapCall into a new browser's tab, start recording and replicate the issue. They can also talk while replicating the issue to add more content to the video.
It will be easier as well for the customer to submit the file to support: no need to compress this or deliver to specific email addresses. All is handled by SnapCall.
Agent's worjload is simplified as well, as they will find the media directly within the ticket: they won't need to look for it elsewjere, merge tickets or download the file offline to be able to open it.
For this specific use case, the key advantages are:
With media attached to the ticket, agents can immediately identify the steps the customer is taking to replicate the issue, as well as clearly see the exact error or problem they are experiencing.
SnapCall AI can automatically summarize the replication steps as an internal note, eliminating the need for agents or customers to add them manually.
CRM custom fields can be populated automatically by SnapCall, reducing the manual effort required from both agents and customers.
Configuring your Flow
To get started, log in to your SnapCall account in a new tab and navigate to Flow. Click the blue button on the right side of the screen to create a new Flow.
If you're unfamiliar with this feature, you can learn more about it here.
On the next screen, select "Screen share" as the media type for your customers to record. This ensures that when they open the Flow, they will only have the option to share and record their screen.
Once selected, you'll be prompted to customize the Flow banner, which customers will see when they click the link or scan the QR code.
This is where you can provide clear instructions on how to record the media or specify the information your support team needs to resolve the ticket. For example, you might ask customers to open the Chrome console while replicating the issue, ensuring that any error messages are visible.
You can also provide additional step-by-step guidance.
To make it even easier, consider adding a GIF to the banner. This can visually guide customers on how to use SnapCall while recording.
Configuring SnapCall AI
Once you're satisfied with the customization, move to the next step, where you’ll configure SnapCall’s AI features. Here’s how I recommend setting them up:
Enable Transcript and Summary: This ensures that agents have a written summary available directly in the CRM ticket.
Content Recognition: Draft a prompt that instructs the AI to focus on detecting error messages in the recorded media. This allows you to prioritize tickets based on detected errors. Most CRMs support automation triggers based on ticket comments or keywords, so you can also use this to route tickets to the appropriate teams.
Data Extraction: If your CRM requires specific custom fields to be populated with data from the video, you can automate this. Simply enter the name of the field the AI should detect, then select the CRM field where that information should be stored.
Custom AI Skills: If you want the AI to highlight specific details visible in the video, you can create a new AI skill with a tailored prompt. For example, you could design an AI skill that detects installed browser plugins on the customer’s browser.
Saving and Publishing your Flow
Once you connect your Help Center to the Flow and define how comments and data should be stored in the CRM ticket, you can publish your Flow.
After publishing, SnapCall will generate a Flow link, which you can add to your website or include in an automated email.
If you use Zendesk, your agents will also find the Flow directly within the installed SnapCall plugin. This eliminates the need to open SnapCall in a separate tab or store the link in offline documents, making the process even more seamless.