We often get feedback like : "it's not working" through our "Submit a Problem" form.
I'd like to gently encourage the user to tell us:
- I did ...
- And expected ...
- but this happened...
I'm considering 3 text boxes with the prefixes for the above (sort of Question : [ answer ] style)
We already capture a screenshot (of the app only, it's in a web browser so we can only see our web page, no confidential info) And we collect their machine specs.
Proposed solution: 1. Give them an option to mark on the screenshot where the problem is. (Although, honestly, this is software for folks with brain injuries so the screens are extremely simple)
Note that the Short Title is shown only if they have a long description and only AFTER they fill out the longer textbox. I included the "We will reply to" b/c we already have their email (from their login) BUT often it is a healthcare worker helping a patient so they may want us to reply to THEM not the "account holder"
Is there a best practice for this problem?