I wish people would just record a video and showing what is causing them a problem. It's better than writing "I'm trying to do x and it doesn't work". At least on a video I can see the exact error message, the view they are on which browser they are using etc.
You can condition people to give you all this information but it's an uphill battle, so I'd rather just get it myself from the source if possible.
I feel like there's a misunderstanding here where people think engineers will now record videos instead of writing their usual issue description. This is clearly not the use case of Loom.
My experience has been contrary to expecting developers to create videos (which is a good idea too). This approach of video first, and video tickets are prioritized has been my only approach for almost 15 years.
It started with Jing from Techsmith that had one key feature like loom - record and auto upload to the cloud and put the URL into your clipboard ready to paste into an email.
It’s surprising use of video in this way isn’t more ubiquitous.
Loom might actually be able to do the very thing you are saying it can’t. They have a few AI features that seems to auto generate a title and summary recently.
Jing was such a brilliant simple concept. For years I used to make it mandatory for my team to install it.
I can't fathom how Techsmith couldn't make that work (although maybe it was just too competitive with Camtasia)... Loom is basically the same thing but limited to a Chrome extension? Or am I missing something?
I am still dreaming of something that would allow a user to file a ticket, have them record audio and video like loom to describe the issue and what they were trying to achieve, and then dump a screen record of the last minute before opening the ticket as well as as much info about the machine's state as possible. And/or maybe connecting to helpdesk with video directly. Existing software comes close but is not quite there yet.
Azure DevOps has a browser extension that can this except record audio of the person speaking what’s happening. Also, the user experience is fine for like… power users, but it’s not super fun to use.
You can condition people to give you all this information but it's an uphill battle, so I'd rather just get it myself from the source if possible.
I feel like there's a misunderstanding here where people think engineers will now record videos instead of writing their usual issue description. This is clearly not the use case of Loom.