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Field-tested features

Features that have been tested, and benched marked to help improve your support process.

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Screen recording

Use screen recording to understand issues faster.

When a customer notifies you of a bug on your app or website, you’ll be able to generate a secure screen record link for them with the click of a button.

Invite them to record their screen to show you the issue so you can see and resolve the problem without the need for follow-up questions.

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Dashboard

Assign, prioritise and track tickets in one easy-to-use place.

Manage all of your customer tickets within your simple to navigate and use dashboard.

Assign a ticket to an agent, prioritise how urgent it is and discuss the problem, all inside one place.

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FAQ video upload

Guide customers to a solution with FAQ walkthrough videos

Solutions to problems are understood faster when they’re shown, rather than described.

Record, store and send walkthrough videos that quickly demonstrate how to solve common problems.

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We'll save you time. Here are the features that we'll use to do it.

Invite your team

Collaborate with your team members - all in one place

Agent analytics

Track the stats to keep on top of your KPIs

Secured screen recording

Generate and send screen share links to your customers

Password protection

Added security for your screen share links

Ticket flagging

Flag and organise your tickets in order of priority

Ticket comments & tagging

Create more robust tickets by adding comments and tags

Ticket activity

Check when people view, comment on or upload a video to your ticket

Assign tickets to agents

Manage workload by giving tickets to the right agents

Automatic info deletion

To help you avoid any data privacy issues

Easy-to-use dashboard

Manage all of your tickets in an intuitive dashboard

Custom domain names

Keep your domain name in your Snags URL

SSL's for domain names

Because security is important to us

Whitelabeled share links

Swap out all Snags branding for your own to make your customers feel at home

Match your branding colour

Personalise your dashboard with your company colours

Slack & email notifications

Added integrations to get updates within your workspace

No downloads or installs

Customers can upload videos with ease

Customer device information

More information to help you to get to the root of the problem

Permission to keep videos

Ask customers to keep their videos for future debugging purposes