Usersnap

Puntos a favor

The ability to markup screenshots is super useful, and makes visual feedback painless. Best way to polish an existing design.

Puntos en contra

It's less useful for specs or feedback that require major structural changes to a page/layout. Also, the ticket filter system can get a little messy if you're not careful, but I suppose that's more on the user than the product - you give us an open-ended system, it's up to us to keep it organized.

Puntos a favor

I loved how easy this was to implement, and how every single user is able to quickly give effective in the moment feedback. Users comment all the time that they love this feedback feature, and it gives our new site even more credibility to have this tool.

On the back end, the ability to create custom tags has helped us organize and track all the feedback for effective product decisions.

Puntos en contra

No cons here. One thing to note in the back end - - when you create a custom view of the tickets, that view is only applied to your profile, and your other colleagues on the back end won't see it on their profile.

Puntos a favor

Usersnap gave us the ability to easily obtain user input, both from our internal audiences and external. The screen capture functionality is very powerful for understanding the feedback and making it actionable.

Puntos en contra

Sometimes the notes or arrows added to a screengrab are not in the exact position the user placed them at. This can cause confusion for the reviewer of the screen.

Puntos a favor

I am impressed by the functionality and feature improvements that Usersnap has released for it's Pro users. The Routing Menu is a game-changer for our company - we can route users to our Help Center URL for FAQs while routing more specific inquiries to specific teams within our ticketing software (Zendesk). Having a screenshot as a requirement for submitting a ticket (while making it simple for a user to capture the screenshot) is a game-changer for Support agents. They can immediately see what the customer is referencing on the site. This speeds up our ability to provide specific resolutions to our customers & lightening fast! (we currently pass our Usersnap ticket info into Zendesk via Zapier)
Each field is also customizable - even if you don't see the option in a dropdown, start typing and Usersnap will reflect your company's specific voice.

Puntos en contra

I would love to be able to change the sample text in the available fields. For example, even if I change the title to be "Please let us know about the issue you're experiencing:" the sample text in the Feedback Form reads "Give us your feedback" - which is a bit confusing.

Puntos a favor

I love how easy it is for our clients to use- virtually no orientation needed.

Puntos en contra

Convincing clients to sign into yet another platform to review their feedback is a stretch, but we've solved that with their integrations now. (Jira)