Customers reporting a problem

Customers open a ticket from the chat widget with Report a problem; coview attaches the recording of the moment they reported it.

Customers don't have to explain what they were doing when something broke. Report a problem in the chat widget opens a ticket with their description, and coview attaches the recording of their page at the moment they reported it.

What the customer does

They open the chat widget and its Tickets tab.
They click Report a problem. The form says: "We attach what happened on this page, never your passwords or card numbers."
They fill in What went wrong? (up to 200 characters) and Details (up to 5,000 characters), and click Send report.
The widget confirms: "Thanks. Ticket #… is open; we reply here and by email."

The same tab lists the customer's tickets with their status: Open, Waiting on you, In progress, Solved or Closed. A customer can send up to 5 reports an hour.

What your team gets

A new ticket in Tickets, with:

what went wrong as the subject, and the details as the customer's first message;
priority Normal and status Open, with response targets from your settings;
"Opened … by … from the widget" under the title;
What happened: the recording of the page they reported from and the page's address. Watch it plays the recording.

Nothing is attached when the customer's visit wasn't being recorded, for example because they declined analytics or recording is off for the site. The ticket then says "No session attached".

Work the ticket like any other: set its priority, type and assignee, reply, and solve it. See Tickets, priorities and response targets.

Replying

Your replies reach the customer in the chat widget, and by email when they've left your site and gave their email. A reply from the customer on a Pending or Solved ticket opens it again.

Get told about new reports

Slack: post a line for each new ticket (the ticket.created event) in Settings › Integrations.
Webhooks: send ticket.created to your own systems. See REST API and webhooks.

Privacy

The recording is masked like every other: passwords, card fields and anything your site marks private never leave the customer's browser. See Privacy, masking and retention.