Inside Onshape: How to solve complex user problems with Usersnap
Issues in 3D CAD are very difficult to communicate in text. Since our software runs on a variety of platforms and devices, it’s crucial to make it as easy as possible for our users to send support tickets.
With screenshots from our users, Onshape can act on most submissions without requiring another thread of communication.
Usersnap is built directly into our main CAD product and is utilized by many of our customers. Our customers are utilizing the Usersnap widget to send in their product feedback and support requests to us.
We have also incorporated it into our help documentation to allow our users to point out areas needing clarification.
The submitted tickets from Usersnap also carry additional pieces of information related to our product helping us to understand exactly the context of the user when the ticket was created.
The screenshots and tickets created with Usersnap are then sent to our existing Zendesk ticketing system where the additional information (URL, specific Onshape data, user data) is used by our support team to provide fast and efficient support.
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