How does SnapABug works?How long does it take to install SnapABug on my web site?A couple of minutes:
What does my visitor need to use SnapABug?Nothing. Any visitor on your site can request help using SnapABug. Sun Java will allow them to automatically submit a screenshot, but SnapABug will still work fine even if the your visitor browser is not Java enabled (less than 10% of the visitors). What does it take to install SnapABug on my web site?You only need to embed a handful lines of JavaScript in your web page and we take care of everything else. Just create an account. How do I install SnapABug on my blog using Wordpress?You just have to add a new Wordpress Text widget on your blog and paste the SnapABug code generated from your account in the Text widget. How can I use SnapABug with my web application which is a full page Adobe Flash ?You should only have to insert the SnapABug JavaScript code in the HTML document which embeds your Adobe Flash app. If you are not already doing so, make sure you have the wmode parameter set to transparent, otherwise on Windows the SnapABug button will be hidden behind your Adobe Flash application: <param name="wmode" value="transparent" /> How do I install SnapABug on my blog using Wordpress?You just have to add a new Wordpress Text widget on your blog and paste the SnapABug code generated from your account in the Text widget. Plans and pricingI'm not sure which plan to select for my site, how can I decide?We offer a 14-day free trial with all SnapABug features enabled. You can also sign up for any plan risk-free. If you are not satisfied with SnapABug for any reason, you may cancel your subscription plan within 30 days of signing up and we will give you a full refund. How can I upgrade SnapABug?When you subscribe to a new SnapABug plan, your account is upgraded right away, enabling the additional features and quotas. Your new subscription payments will start only once the pro-rated remaining time from your previous plan will be expired. The payment page shows you exactly when your new payment will start. Can I downgrade my SnapABug subscription?Yes. When you subscribe to a lower premium plan, your account is immediately set to the new plan. As shown on the payment page, the remaining time of the previous plan is pro-rated accordingly. BillingHow am I billed for the service?You subscribe to SnapABug with either a monthly or yearly billing cycle. Your payments are processed on the first day of your billing cycle. What payment methods can I use?We accept all major credit cards: Visa, MasterCard, Discover and American Express. Do you have refund policies?You can cancel your subscription plan within 30 days of signing up for any reason. We will process a full refund to your credit card. We would really appreciate it if you could let us know how we have failed to meet your expectations. Where can I get a receipt for my SnapABug payments?You can print receipts of your SnapABug payments in your account Billing History. Sign-in your SnapABug account, in the Account menu, select the Billing History menu item. Click on the link in the Invoice Number column to open the receipt. Contact us if you have any issue accessing your receipts. How do I pay for SnapABug if my company needs a quote to generate a Purchase Order?Please contact us and specify the best way to reach you. We will get in touch with you to present how we process non-credit card orders for our larger customers. Technical requirementsWhat browser my web site visitors should use with SnapABug?SnapABug is compatible with all common browsers. Our validation process tests SnapABug with the following browsers: Microsoft Internet Explorer 6 and newer, Mozilla Firefox 2 and newer, Apple Safari 3 and newer, Google Chrome 2 and newer, Opera 10 and newer. What operating system my web site visitors should use with SnapABug?SnapABug is running in the web browser and is therefore independent of your visitor's operating system. Our test systems cover a wide range of hardware and different operating systems, including Microsoft Windows XP, Microsoft Windows Vista, Mac OS X on PPC, Mac OS X on Intel, Linux Ubuntu 9 and more. On handheld platforms, we are using SnapABug on iPhone and on Android. What are the requirements for my visitor to automatically provide a screenshot of the page?SnapABug is using Sun Java to automatically take a screenshot of the webpage displayed in the browser. Your visitor must have a Sun Java Runtime Environment version 1.5 or higher. Based on our visitor's statistics, over 90% of web visitors have Java enabled in their browser, therefore a large majority of your visitors will be able to provide your support team with a screenshot.
Known limitationsI am using Google Chrome on my Mac and the option to take a screenshot is not displayed.Chrome on Mac OS X is still a browser in early Beta mode. There is currently a known issue in the browser from Google which is being tracked by this bug report. Once Google and Apple resolve this issue, the screenshot option will automatically appear on the SnapABug form. Note that this issue is only impacting Google Chrome on Mac. Google Chrome on Windows properly support Java. On my Mac OS X 5.8 machine, the screenshot is missing. How can I fix this?Mac OS 10.5 "Leopard" on Intel CPU has a known issue in the Java Virtual Machine. We are currently looking at work-arounds for this specific OS version. Note that earlier and later versions of Mac OS X are taking proper screenshots with SnapABug. Please note that Mac OS 10.5 "Leopard" on PowerPC CPU do not have this limitation. With my Adobe Flash application, on Microsoft Windows, the SnapABug button is now showing up.Adobe Flash does not obey the layering set in the HTML code on the Microsoft Windows platform. To work-around this Flash issue, you just need to set the wmode parameter set to transparent: <param name="wmode" value="transparent" /> SnapABug CustomizationI would like to use a different chat image than the one defined in the configuratorTo do this you simply need to use a special image tag: http://www.snapabug.com/statusImage?w={widget_id}on={online_image_url}&off={offline_image_url}
where: w = your widget id, on = the full url of the online image, off = the full url of the offline image.
SnapABug JavaScript APIHow can I pre-set the email address of my users, when they are already logged in my site?Just add a call to SnapABug.setUserEmail('email@domain.com'); in the SnapABug JavaScript section where email@domain.com should be replaced by your user email address. The easiest way to set the email address would be from your server side scripting, but doing it from JavaScript is also possible.
How can I have a chat session continuing across sub-domains of my site, like when my user is moving from blog.domain.com to www.domain.com?Just add a call to SnapABug.setDomain('domain.com'); in the SnapABug JavaScript section where domain.com should be replaced by your site domain.
How can I fix the position of the SnapABug dialog from the top of my page?Just add a call to SnapABug.setFormTopPosition(40);in the SnapABug JavaScript section where 40 should be replaced by the distance in pixel from the top of the page. Fixing the position of the SnapABug dialog from the top of the page is especially useful when your web application is rendered is inside an iFrame, on Facebook for instance. I would like SnapABug to start on a click of my page, without using the help button.In the code snippet you copied from the SnapABug configurator to your page, replace the following line: SnapABug.addButton('{your_widget_id}',...);
by this call: SnapABug.init('{your_widget_id}');
paying attention to put your own widget identifier instead of {your_widget_id}. It will ensure SnapABug is loaded and ready, without displaying the help button. You will just have to add the following code in place of your link: <a href="#" onClick="return SnapABug.startLink();">Report a Problem</a> Partner programHow do I become an partner of SnapABug?Once you are signed in SnapABug, Simply sign up for a SnapABug Partner Account. How does the SnapABug Partner Program work?The SnapABug Partner Program gives you a way to generate revenue by refering clients to us. Use your partner links to refer new customers to SnapABug and earn 30% of their first purchase and 10% of their monthly subscription for the first year. SnapABug will pay you via PayPal monthly. How will I get paid?Payments will be delivered to you via PayPal in $USD. Your commision will be paid monthly, on the first business day of the month. I don’t live in the USA. Can I still participate?Yes! All you need is a valid PayPal account. We will make payments in $USD. If a customer signs up for a trial account and upgrades, will I be paid for the upgraded plan?Yes, The plan change will be reflected in your partner screen and you will receive a commusion on the upgrade. Why can’t I find out the revenue from each individual Client?We do not provide this information as it would be a violation of the client’s privacy. Is the amount I can earn capped?No! There is no limit on how much you can earn with SnapABug. You can collect on as many clients as you want. Will there be more features coming in the partner system?Yes! Just as with SnapABug, we are constantly developing new features for the partner system. If there’s any feature or functionality that you think would make the system better, contact us. What are the terms of service?The partner program agreement, that you will need to agree to prior to signing up, are located here. How do I cancel the program after signing up?Simply contact us.. |
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