Session Recording Engine for Automated Support Ticket Generation
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing issue tracking systems for software applications are inefficient, requiring users to manually submit support tickets that are time-consuming and of low quality, leading to lost feedback and increased time for developers to locate, reproduce, and fix issues.
Innovation Solution
Implementing a system where users can record their interactions and narration within the software application, generating high-quality support tickets by capturing session data such as video, audio, telemetry, and call stack data, which is then processed and reviewed by developers through a tailored user interface.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If users manually submit support tickets through web-based systems, then feedback can be collected, but the process is time-consuming and results in low quality tickets requiring supplementation
Solution Approach 1:
The system automatically captures session data (screenshots, logs, telemetry) beforehand and attaches it to support tickets, so when users submit tickets the necessary information is already prepared and attached, eliminating the need for manual supplementation and reducing submission time
Solution Approach 2:
The system automatically generates and attaches relevant session data to support tickets without requiring user intervention to gather evidence, allowing the system to serve itself in preparing comprehensive ticket information
2Loss of information
If users are required to fill out numerous text fields and navigate multiple dropdown menus to submit support tickets, then detailed information can be collected, but user friction increases and valuable feedback is lost
Solution Approach 1:
The system extracts and automatically attaches relevant session data (logs, screenshots, telemetry) to support tickets, removing the burden from users of having to manually provide these details and making the submission process simpler while capturing comprehensive information
Solution Approach 2:
The system creates copies of relevant session data and attaches them automatically to support tickets, so users don't need to manually recreate or describe technical details, reducing friction while preserving complete information
3Measurement precision
If developers manually review support tickets and request additional information from users, then thorough issue analysis can be performed, but the process extends over days and reduces productivity
Solution Approach 1:
Session data including logs, screenshots, and telemetry information is captured and attached to tickets in advance, so developers receive complete diagnostic information immediately without needing to follow up with users for additional details, enabling faster accurate diagnosis
Solution Approach 2:
The system provides developers with immediate access to comprehensive session data when a ticket is submitted, eliminating the back-and-forth feedback loop where developers request additional information from users, thereby accelerating the diagnostic process while maintaining accuracy
Data Source
AI summary
Disclosed are issue tracking systems, troubleshooting techniques, and user interfaces for troubleshooting, which are associated with a user of a software application triggering the recording of a session. During the session, the user may narrate suggestions or problems for the application while they interact with the application in real-time, and a recording engine of the application may record various types of session data, such as the user's interaction, narration, telemetry data, call stack data, and so forth. The session data is automatically submitted to an issue tracking system to process a support ticket. The issue tracking system may provide a user interface enabling a developer to review a support ticket and any associated session data to quickly determine the relevant portion of the application data (e.g., underlying program code) that needs to be modified. The issue tracking system may also process session data to identify related tickets or recurring issues.