Automatic support service
AssigneeSalesforce, Inc.
InventorsFederico Ariel Piagentini, Santiago Vacas, Tomás Christian Fox, Ashley Carrington Simons
Life of this patent
Estimating the term…
Abstract
A method of an automatic support service that includes receiving a request for additional assistance for an error from a user interface, retrieving error information from a logging system for the error, generating an error information collection interface, in response to the request, populating the error information collection interface with the error information from the logging system, sending the error information collection interface to be displayed to the user by the user interface, and receiving additional error information from the user via the error information collection interface.
Claims21
A method of an automatic support service, the method comprising:
- receiving, from a user interface component for the automatic support service, a request for additional assistance for an error from a user interface of a second service, wherein the user interface component, which is integrated with the second service, detected the error in the user interface, displayed a notice that offers to obtain additional information about the error to a user, received from the user a request for the additional information, and requested from the automatic support service the additional information;
- retrieving error information from a logging system for the error;
- automatically generating a form to be used to submit a support ticket, wherein at least part of the form is pre-populated based on the retrieved error information;
- sending the form to be displayed to the user interface for completion;
- and
- responsive to receiving the completed form from the user interface, submitting a support ticket based on the completed form.
A non-transitory machine-readable storage medium, having instructions stored therein, which when executed by a computer processor cause the processor to perform a set of operations of a method of an automatic support service, the set of operations comprising:
- receiving, from a user interface component for the automatic support service, a request for additional assistance for an error from a user interface of a second service, wherein the user interface component, which is integrated with the second service, detected the error in the user interface, displayed a notice that offers to obtain additional information about the error to a user, received from the user a request for the additional information, and requested from the automatic support service the additional information;
- retrieving error information from a logging system for the error;
- automatically generating a form to be used to submit a support ticket, wherein at least part of the form is pre-populated based on the retrieved error information;
- sending the form to be displayed to the user interface for completion;
- and
- responsive to receiving the completed form from the user interface, submitting a support ticket based on the completed form.
An apparatus comprising:
- a non-transitory machine-readable storage medium that stores software;
- and
- a set of one or more processors, coupled to the non-transitory machine-readable storage medium, to execute the software that implements an automatic support service and that is configurable to:
- receive, from a user interface component for the automatic support service, a request for additional assistance for an error from a user interface of a second service, wherein the user interface component, which is integrated with the second service, detected the error in the user interface, displayed a notice that offers to obtain additional information about the error to a user, received from the user a request for the additional information, and requested from the automatic support service the additional information;
- retrieve error information from a logging system for the error;
- automatically generate a form to be used to submit a support ticket, wherein at least part of the form is pre-populated based on the retrieved error information;
- send the form to be displayed to the user interface for completion;
- and
- responsive to receiving the completed form from the user interface, submit a support ticket based on the completed form.
Dependencies are inferred from the claim text.