Editors Note: this article is written by Marcus Wollenberg, one of the members on our support team.
Ever wondered how we use Mouseflow to improve our internal workflow?
Well….it’s time. We’re peeling back the curtains to give you some insight into our own Mouseflow operations. As you might have guessed, we use Mouseflow on our own website. In an effort to make life a bit easier for our support staff, we utilize a neat little trick to further integrate Mouseflow with our support platform, Groove.
Whenever a visitor contacts our support team via Groove, we automatically find the URL that matches that visitor’s mouseflow recording. This allows our support team to see exactly where the user encountered issues while using Mouseflow.
So…..how do we do that? Let’s dive into a bit more detail so you can implement the same trick for your own site as well!
By using information about the current Mouseflow recording session, you can build the matching URL for the Mouseflow video playback of the visitor. The URL for a mouseflow recording always follows a strict structure, so it’s easy to build as a string variable. Here’s how you do it:
var recordingURL = “https://app.mouseflow.com/websites/” + mouseflow.websiteId + “/recordings/” + mouseflow.getSessionId() + “/play”
In the example above, we use two Mouseflow variables to get data from the current ongoing session: mouseflow.websiteId and mouseflow.getSessionId
Now that we have a variable with the URL for the current user’s recording, we can pass this URL along to any other integrated system. Here at Mouseflow, we use this to pass the URL through our Groove support widget, so our support team can use the recording to easily identify exactly what the user was having issues with. This allows us to reproduce the issue/bug, so we can find a way to fix it in the fastest way possible.
There’s an unlimited amount of integration scenarios — it’s up to you to decide how you want to use it in your own unique system. For example, you could have some error handling logic save the recording URL to a logfile when an error occurs or integrate it into your own support flow.