Flawsnap
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Bug reports for customer support teams

Flawsnap doesn't replace your helpdesk or connect to it; it gives customers a way to send the technical evidence support can't easily collect, and gives support a board to pass it to engineering.

Be clear about what Flawsnap is not

Flawsnap has no integration with helpdesks such as Zendesk, Intercom, Freshdesk or Help Scout, and no Slack, email or webhook notification for new reports. It doesn't send replies to customers. Conversations with customers stay in your helpdesk.

What it does well is the part helpdesks are bad at: getting a screenshot, the console, the failed network calls, and the browser and device from a customer who doesn't know what any of those are. The rest of this page is about using the two side by side.

The problem: "it doesn't work" tickets

A customer writes in: 'I can't save my profile.' The agent asks for a screenshot. Two days later it arrives, cropped, with no browser in view. The agent escalates to engineering, who ask for the console output. The customer has stopped replying. Most of the ticket's life was spent collecting evidence the browser already had.

Set up the widget for customers

  1. 1

    Install on the production site

    Add the live domain to the project's allowed domains and the snippet to your site's <head>. Customers report without creating an account.

  2. 2

    Decide where the button lives

    A floating button on every page invites feedback that isn't a bug. Many support teams hide it with Show on website (under Report a bug button) and open the form with Flawsnap.open() from a 'Report a problem' link in the help menu, or only when an agent asks for it.

  3. 3

    Prefill who the customer is

    If customers are signed in, call Flawsnap.identify({ name, email }) and add setMetadata({ customerId }). The report then carries the details an agent needs to find the matching ticket.

  4. 4

    Categories for triage

    Bug, Account or billing, Something confusing, Feature idea. The last two are often worth keeping out of engineering's queue.

  5. 5

    Give support their own access

    Invite agents as members. They can read reports, comment, assign and move cards. Restrict them to the projects they support if the organization has several.

Open the form from your help menu
document.querySelector('#report-problem').addEventListener('click', () => {
  window.Flawsnap.open()
})

A workflow between the helpdesk and the board

  • Ask for a report, not a screenshot. In the reply macro: 'Click Report a problem, draw a box around what's wrong and send it. It includes the technical details for our team.'
  • Link the two. When the report arrives, paste its link into the ticket, and the ticket number into a comment on the report. That is the connection, made by hand.
  • Triage on the reports list. Filter by status, priority and category. Real defects get Track on board, which puts them in the Bugs list for engineering. The report's status then follows the card.
  • Close the loop with the customer. When the card reaches Done, the report is resolved. Someone in support checks the board and replies in the helpdesk. Nothing sends that reply for you.

What support should check before escalating

  • Is there a failed request in the network tab? A 401 or 403 is often an account problem support can fix, not a bug.
  • Does the console show an error? If so, it is worth engineering's time.
  • Is the browser or device unusual? An old browser explains some reports without a code change.
  • Is there a similar open card on the board already? Comment on it rather than creating a duplicate.

Privacy when customers are reporting

Customers can blur parts of the screenshot before sending; the blur happens in their browser. Request and response bodies are never captured. If you use recordings on Pro, typed values are masked, and you can add data-flawsnap-block to account pages you never want replayed. Tell customers in the macro not to type passwords or card numbers into the description.

Pitfalls

  • Expecting alerts. With no notifications, new reports wait until someone looks. Make checking the reports list part of the support rota.
  • Letting every report reach engineering. Use categories and the Backlog list as a filter, and only track real defects on the board.
  • Losing the customer's email. If customers aren't signed in, ask them to add an email in the form so you can match it to a ticket.

Questions

Does Flawsnap integrate with Zendesk or Intercom?
No. There are no helpdesk integrations. Teams link a report and a ticket by pasting each one's link into the other.
Can a customer see the status of their report?
No. Customers who report anonymously don't get access to the board. Support updates them through your usual channel.
Can support agents use AI to summarise reports?
On Pro, a member can connect Claude or ChatGPT over MCP, read-only by default, and ask it to summarise a report or search for similar ones. Every action an agent takes is recorded as that member.

Try it on your own site

7-day free trial, then $9 a month for Starter or $19 for Pro, per organization, with unlimited team members.

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