Use Case

Customer Support & Ticket Screenshots

Capture screenshots to document customer issues and streamline support workflows. Reduce back-and-forth with visual evidence.

Overview

Customer support often involves asking "Can you send me a screenshot?" Automating this step speeds up resolution and reduces frustration. Capture what the customer sees automatically.

When a support ticket references a URL, automatically capture a screenshot for the support agent. This provides immediate context without waiting for the customer to respond. For reported bugs, scheduled captures can document intermittent issues.

Support teams using visual documentation resolve tickets faster, escalate with better context, and build knowledge bases with actual screenshots. The result is happier customers and more efficient support operations.

Key Benefits

Capture customer-reported issues automatically

Reduce back-and-forth communication

Document bugs with visual evidence

Build visual knowledge base

Results You Can Expect

-40%

ticket response time

Automatic

issue documentation

Visual

knowledge base content

How It Works

Integrate screenshot capture into support workflow

Auto-capture URLs mentioned in tickets

Attach screenshots to ticket for agent review

Use for training and knowledge base creation

Track resolution times with visual context

Code Example

// Capture screenshot for support ticket
const documentTicketIssue = async (ticketUrl, ticketId) => {
  const screenshot = await fetch('https://api.screenshotly.app/screenshot', {
    method: 'POST',
    headers: {
      'Authorization': 'Bearer YOUR_API_KEY',
      'Content-Type': 'application/json',
    },
    body: JSON.stringify({
      url: ticketUrl,
      device: 'desktop',
      format: 'png',
      fullPage: true,
    }),
  });
  
  // Attach to support ticket
  await attachToTicket(ticketId, screenshot);
  
  return screenshot;
};

Frequently Asked Questions

How do I automatically capture what a customer sees on their screen?

Embed a 'Report Issue' button in your app that sends the current page URL to your backend. Your backend calls the Screenshotly API with that URL, the user's viewport size, and any relevant cookies to capture exactly what they see.

Can I capture authenticated customer views for support tickets?

Yes. Pass the customer's session cookie via the API to capture their authenticated view. Use a short-lived, read-only session token generated specifically for the capture to maintain security.

How do I integrate screenshot capture with Zendesk or Intercom?

Use webhooks to trigger screenshot captures when new tickets are created. Call the API with the reported URL, then attach the resulting image to the ticket via the Zendesk/Intercom API.

What's the best way to annotate support screenshots?

Capture the screenshot via the API, then overlay annotations (arrows, highlights, text) using a canvas library like Fabric.js or a service like Cloudinary. Attach the annotated version to the support ticket for clarity.

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