Jam for Customer Support

Jam for Customer Support helps your team solve customer issues faster.

With Jam, your customer support team can service more customers by spending less time on each conversation, and engineers can fix issues faster.

Support agents can request a screen recording from your customers, and get a Jam with all information engineers need to debug the issue. It's all captured so your agents no longer have to reproduce or find the technical diagnostics before reporting the bug.

To get Console and Network logs in every customer support ticket install jam.js. Here’s how: Getting started with jam.js

Getting started

You can integrate the Jam for Customer Support app with your helpdesk software. Currently available for Intercom, more coming soon.

How to use Jam + Intercom

1. First you’ll need to make sure you have a team on Jam. Here's how to create a team if you don't have one already: Team Workspaces

2. From the team dashboard, go to the team settings and select Connected Apps tab. Click on Intercom and go through the authorization flow.

   
3. Once the integration is connected you can start using Jam in chats with your customers. Pin Jam in Intercom for easy access: in the Intercom inbox sidebar, scroll to bottom and click on Edit apps. Pin the Jam app, and drag it to the top of the sidebar.

   
4. Once your users report an issue, an agent can request a screen recording with Jam Tip: you can also customize the message your users see

   
5. Once user submits the recording, an agent receives a note with the Jam

   
6. Resulting Jam contains the screen recording + system metadata Tip: you can also get console and network events in your Jams with jam.js

And that's it. Now you have all the info you need to fix customer issues faster.

If you need any help, or want to share feedback, feel free to reach out to [e-mail]!