The present invention discloses an instant message method, device and
system, belonging to
the internet communication field. The method comprises: after a first terminal receives a first user's problem feedback request, obtaining the
problem description information confirmed by the first user; automatically perform
screen capture of the problem scene window information, packing the problem scene window information and the
problem description information together, and compressing the packing file; uploading the compressed file to a
file storage sever, and informing an operation
server; downloading the compressed file from the
file storage sever through the operation
server, and analyzing the information related to the problem; and sending the information related to the problem to an operation terminal. According to the embodiment of the invention, the user side can rapidly, accurately and completely perform one-key submission of problems to be encountered so as to improve the
automation degree; and moreover, the operation
server can download the compressed file for the
file storage server and can analyze and send the information related to the problem to the operation terminal so as to simplify the problem
processing flow, shorten the problem
processing period and reduce the operation maintenance cost.