Usersnap

Usersnap


5 / 5
19 reviews

Who Uses This Software?

Usersnap is used by small tech startups, as well as large software companies (such as Facebook, Google, and Microsoft). Our customers range from ecommerce, to web agencies, to SaaS companies.


Average Ratings

19 Reviews

  • 5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $29.00/month
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Usersnap
  • usersnap.com
  • Founded 2013
  • Austria

About Usersnap

Usersnap is collecting visual feedback and tracking bugs from your users. Customers or users can send you feedback with a screenshot, annotations and comments. Metadata like browser version, URL, screen size etc is automatically added. No need to fill out endless ticket forms. Set up of the feedback button inside your website or web-based application is done in minutes. We believe that feedback driven companies provide the best products to people.


Usersnap Features

  • Audit Management
  • Complaint Management
  • Compliance Management
  • Corrective and Preventive Actions (CAPA)
  • Defect Tracking
  • Document Control
  • Equipment Management
  • ISO Standards Management
  • Maintenance Management
  • Risk Management
  • Supplier Quality Control
  • Training Management
  • Backlog Management
  • Filtering
  • Issue Tracking
  • Release Management
  • Task Management
  • Ticket Management
  • Workflow Management
  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Project Management
  • Recurring Issues
  • Task Management

Usersnap Reviews Recently Reviewed!


Capterra loader

Great tool for customer support teams that has a lot of potential

Nov 22, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: Their idea is simple and effective - it's a great way to get a quick snapshot from users to help troubleshoot issues or get feedback when working with users who may not be technologically-capable enough to know how to take a screenshot. Usersnap was a life saver for our company and helped us up our Customer Support game significantly. The interface is simple enough to figure out, and its integration with Intercom was perfect for our needs. The customization options to black out data was essential to for our HIPAA-compliant customers, and the attache JS console is perfect for quick debugging.

Cons: It seems like the tool has a lot of potential, but essentially it just does one thing: lets users take screenshots. (I know they have since introduced their CX product for customer satisfaction surveying, but we never upgraded to this option). Some things I found that would make this better was: the ability to take full-page screenshots, or a co-browsing/screensharing feature, or have a more robust interface for us to be able to organize and categorize our screenshots better. It was useful for us at one point, but then we decided to switch over to a co-browsing tool instead because screenshots just weren't allowing us to provide the support we wanted.

Overall: Overall, Usersnap has been a great tool to help us provide our customers with better support, but I wish it did more.

Awesome Tool for Bug Submission

Mar 21, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: - Easy to use widget to embed on site.

- Easy to customize who sees the widget so only employees can

- Makes submitting bug reports as easy as 3 clicks.

- Integrations with services like Zapier allows endless posiblities.

- Tools for drawing and pointing out specific areas.

Cons: I really don't have many complaints about this tool. It's easy to use, the interface is nice and straight forward. I highly recommend this tool for any software companies who encourage bug reports from employees.

Great Product In the Right Circumstances

May 16, 2019
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Usersnap gives your customers and easy way to give you feedback about your website. It can be hard to explain via email your feedback about a visual thing such as a website. Usersnap allows someone to give us visual feedback.

Cons: Usersnap itself is great. The biggest downside is that customers don't always use it for the purpose intended.

Overall: Great. It does what it claims to do. I see a huge value in using it for website reviews during the design and development process; even more so than for ongoing feedback from website visitors.

Super Easy To Use, Facilitates QA Process

Dec 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I'm a technical project manager, not a developer and I love using it. It's really faciliated our QA process. It integrates seamlessly with all of the major project management tools and works well with teams. If I ever have an issue and need to contact support, they are very responsive and helpful.

Cons: There have been a few hiccups or features I wanted, but they seem to add the features and fix the hiccups.

Overall: It has improved our process immensely.

Great tool - saves a ton of time and hassle during development

May 16, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Bug reports contain everything in one spot. Browser version, used web software version, JavaScript errors and of course: the screenshot of the situation with annotations.

Cons: The internal bug dashboard is quite limited in comparison with a full fledged bug tracker like JIRA. The integration to send the reports to JIRA however works quite well and there is even a link to and from the JIRA ticket.

Capterra loader

Great for UI/detailed feedback

Dec 10, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: The ability to markup screenshots is super useful, and makes visual feedback painless. Best way to polish an existing design.

Cons: 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.

Overall: I'm using it to get fine-grained feedback on my forms, pages and layouts. It gets me from 80% to 100%.

Capterra loader

Usersnap for Beta testing

Dec 11, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: On the spot feedback capturing system which is easy to use and capture many required information for technical team to analyze and troubleshoot faster.

Cons: Basic version do not have reporting feature included. More info can be captured via browser inspect element and other areas which can be useful to technical team.

Cant live without it

May 21, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use for both clients and internal staff.

Makes the review and feedback process waaaaaay simpler.

Cons: I wish there was a client facing interface. That is the only complaint that we receive from clients is that they want to see all the snaps they have submitted and be able to interact with/manage them.

Usersnap is a tidy option for QA & UX reporting on websites but lacks features & competitive pricing

Mar 29, 2019
4/5
Overall

4 / 5
Ease of Use

2 / 5
Features & Functionality

2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: I appreciated the tidy little on screen reporting widget that Usersnap Classic offers. The annotation tools, and label syncing with Jira is great.

Cons: When reporting issues or suggestions, the uploading of screenshots is slower than you'd like for power users. The Usersnap classic widget is neat, but the options for adjusting it to suit your projects are limited.

You'll also find yourself limited when it comes to pricing and projects. The basic plans are fairly pricey and limited to running just a few projects at a time. This might be suitable for teams working on one or two in house websites, but doesn't work for web agencies with lots of clients.

Overall: I've trialed Usersnap two times now to consider it for use with our team, first within the full Usersnap reporting and reviewing ecosystem, and later as a reporting tool for Jira. The tool seems neat for basic purposes, but is fairly limited and pricey for large teams working on multiple projects.

Integration with TFS on-premise

May 16, 2019
5/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: As far as I know usersnap just can be integrated with Team Foundation Online services, I would like to connect usersnap with my on-premise Team foundation Server.

Cons: Not to have an integrated video recorder.

Overall: We have scrum teams getting feedback from our System support team.

Capterra loader

Give your users a voice

Dec 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: When I showed Usersnap to our content creators, they did know how to use it right away.

Quality of reported issues is much higher. This enables the dev team to resolve issues faster.

Integration in our toolchain (Gitlab, Slack, Jira) is flawless.

Cons: A free tier would be nice. Although I would find myself upgrading real soon, as constant improvements and customer support are very good.

Overall: Usersnap brings users and developers together by removing the language barrier.

Reporting a issue right from the users browser with visual clues and stack trace is a game changer.

We also like to use Usersnap heavily in the quality assurance phase.

Customer feedback, internal QA, NPS - Usersnap has it all.

Jun 05, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The all-in-one approach. Usersnap can be used to collect internal feedback, do beta testing and QA, and last but not least lets us collect customer feedback. Everything in one place.

Cons: Nothing that's really top of my mind.

Overall: Usersnap helped us eliminate all the guesswork and provided us with customer insights that we haven't had before

Awesome bug tracking & feedback tool!

Jul 19, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: super simple setup

user-friendly experience

Cons: none

Overall: Great and easy-to-use bug tracking and feedback tool. It's super easy to install Usersnap on your website to collect user feedback and bug reports.

The screenshot features is the best thing I've seen so far!

Recommendations to other buyers: Check out their free trial

Great usability and inviting customer feedback widget

May 23, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: - Extremely easy to use

- Attractive customer feedback widget with a higher conversion rate

- Great value for money

- The support is to notch

Cons: - Lack of customer feedback forms but I was told it's coming up soon so i an looking forward to it :)

Overall: I have tested a few customer feedback platforms and so far Usersnap came on top. Great job!

Easy to use

Dec 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Very simple to use - the options for how to access mark up tools, tag management, assignments are simple, love that i get an email notification, project boards, user interface is very easy to follow

Cons: Can't edit a screen unless you replace it with a screen capture completely as a manual upload.

Great product and awesome customer service

Aug 07, 2014
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

Comments: When you are working in a web development agencies you got at least one call where a client tells you that something on a site is not working. That thing is really hard to find out what the client really means.

Since we are using Usersnap these days are over, also non tech-savy users can work with that product and it adds all necessary information to the bug report (browser size, OS, ...).

While installing the product in our environment we had some troubles (our development process is huge) and there it's worth to mention that they have the most awesome customer service. Replies within minutes (ok sometimes it takes a few hours), valuable help and even helpfull in really complex situations.

Easy to use customer support tool for capturing screenshots

May 18, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy to use. End users can easily snap screenshots of their issues and share it with customer support personnel. Multiplatform support. Easy installer.

Cons: Not much features beyond screen shot sharing. Could use a better chat functionality and history support.

Aug 20, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

5 / 5
Value for Money

Aug 13, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

5 / 5
Value for Money