New video-based issue reporting tool

New video-based issue reporting tool

Greetings,

We're excited to introduce the "Record Screen" option in Bigin, which enables you to report issues in your Bigin account easier and faster. This new video-based issue reporting option enables you to record your screen and provide detailed descriptions of any problem, which makes it easier for our customer support team to track, identify, and resolve issues.

Previously, if you wanted to report a problem to Bigin's support team, you had to write a description of the issue and send it via email, and the support team would then work on the ticket accordingly. Some problems need more detailed information for the support team to resolve effectively and necessitate screen sharing sessions, which creates too much back-and-forth correspondence between you and our support team. With this "Record Screen" option, you can now quickly record your screen to explain problems visually, cutting down on the need for lengthy meetings and screen-sharing sessions. Record your problem directly and send it to the support team to generate a support ticket automatically. This significantly reduces the time taken for ticket resolution. What makes this even better is that the recording tool lets you mask sensitive customer data from your Bigin account before sharing, making it privacy-sensitive.

Access the "Record Screen" button in the "Need Help?" section or go to the user menu and navigate to the Need Help section. Upon clicking it, a consent screen will appear to obtain your approval.

Once consent is given, the screen recording begins, with a maximum duration of five minutes.

Once finished, you can edit the recording by adding voice-overs, masking sensitive details, trimming the video, muting the audio, and highlighting sections. After editing, you can submit the recording and automatically create a new ticket—all of which makes the support request process more efficient.

To know more about this feature, please access this help link. 

To know more about other support features, please access this link. 

That's all for this enhancement. We sincerely hope you find these improvements useful. Please give them a try and leave your feedback in the comments section below. Watch this space for future announcements.

Thanks and have a good day!
 


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