Starting with Customisations

A key benefit of our Enterprise subscription is that it allows you to align the Snap Send Solve app and, if it’s part of your subscription, the web form experience with your existing workflows.

Ensuring you receive the right information with each report can help improve first point resolution, reduce handling time and create a positive customer experience.

Most customisations can be set up by you or your team members in the Portal.

What are you customising?

This feature allows you to customise the data collected when Snappers send reports using the Snap Send Solve app or web form.

Depending your organisation, you might already have a set of default incident types available. You will be able to customise these to suit your requirements. In other cases, you might be starting with no incident types.

What are you able to customise?

You can make a variety of customisations to your organisation’s incidents including:

Adding custom incident types
Modifying existing (default) incident types (where applicable)
Changing the categories that an incident type appears in
Selecting which email address(es) will receive reports for each specific incident type
Adding additional questions to incidents in order to gather more information
Adding Alert Screens including Information or Call Screens to select incident types

Who can use this feature?

Only users in your organisation on the Admin level of access can see and use this tool. Users who are on the User level of access cannot see the Incident Types menu option. If you require changes to your user types, please get in touch with your Customer Success Manager.

Before you get started

Before you get started, we’ve set out some useful things to keep in mind as you map out your requirements and start to configure the app.

Think about the important data to collect

Generally speaking, it’s a good idea to focus on collecting the information necessary to solve the Snapper’s report. A good rule of thumb is if the data isn’t required to resolve the issue, it might not need to be collected upfront.

Don’t expect perfection the first time

Obviously, you’ll collaborate with key stakeholders in your organisation to discover the information that needs to be collected. As you do, remember that the data is flexible and can be changed as you require. There’s no need to aim for perfection the first time.

The system is designed so you can change your incidents as needed, for example, when you receive feedback from your team or the community.

Consider the Snapper experience

Though you are designing your dataset to satisfy your business objectives, it’s important to remember the Snapper experience. We always try to think about the balance between optimising the Solver’s workflows and ensuring a great Snapper experience.