Frequently Asked Questions

Redpen is designed for customer service and development teams to capture actionable support requests and bugs in 60 seconds!​ It makes customer support issues, feature request and bugs easier to report. Redpen enriches context associated reported issues allowing organization to increase feature velocity, grow customer satisfaction and reduce development or support cost.

Redpen is designed to be used easy and intuitive to use, so all users technical and non-can quickly figure out how to use it. Redpen can be integrated into your applications to gather feedback from end users or used by your development, design, testing or other team when deployed within the organization.

Most ticketing tools capture the customer reported issue, but fail to capture the context in which the issue was discovered - the operating system, browser, application logs, device information and more. Gathering this information requires back-and-forth communication between the reporter of the issue and the team trying to resolve the issue. Redpen eliminates the back and forth communication combining user input with automatically collected information including user, device and application context. Redpen is all-in-one feedback and bug reporting tool that can combine text input, static images, screen recording, and the ability to annotate screenshots and videos.

Redpen can be used with any applications including cloud applications, SaaS, desktop applications, web applications and device native applications.

Yes. Redpen allows redaction of sensitive information (like personally identifiable information or PII). This capability is available with the Enterprise Plan and can be invoked with a single click of a button.

Yes. Users can upload files (text based or image based) by clicking on the Upload button or copying and pasting them.

Yes, Redpen has a mobile SDK. The Redpen mobile SDK allows organization to integrate the Redpen widget into the application so users to submit feedback directly from the device native app.

Yes. With end-to-end encryption turned on every attachment is encrypted and content is viewable only to the sender and receiver. This feature is available only in the Enterprise plan.

Redpen stores credentials of registered users. Redpen also stores meta data associated with users who submit feedback on the product. We do not have persistent storage of the payload (like user, device and application logs) associated with the feedback. For more information about how we protect user data you can read our Terms of Service and Privacy Policy.

For screenshot use Alt+Shift+X.  and for screen recording use Alt+Shift+D.

Redpen for Developers is made for use by development teams, QA teams, beta testers, user acceptance testing (UAT), and other teams. The most common deployment method is through a browser extension or a downloadable application.

Redpen for Service is useful for gathering end user feedback and to improve user experience.  It is deployed by integrating Redpen into your existing application in the form a simple and customizable widget.

Redpen for Developers Basic is built for individuals and small teams. It offers foundational diagnostic data and does not include some of the advanced features like screen recording. The Standard plan is designed for larger teams includes some advanced screen recording features, advanced diagnostics and custom branding capabilities.

You can read more about the differences by clicking here.

Redpen for Service Basic is built for organization with a simple application and very limited customer feedback. It allows deployment of one Redpen widget, collection of basic diagnostics and submission of screenshots. The standard plan includes advanced capabilities like screen recording, collection of advanced diagnostics, full widget customizations, and a higher volume of customer feedback.

You can read more about the differences by clicking here.

The Redpen Jenkins plugin provides a secure easy way to send pipeline issues from your Jenkins server into Jira. The plugin sends build and deployment status (failure or success) with other additional related artifacts directly into Jira. This helps your team to track issues efficiently and collaborate to resolve them quickly.

Getting started with Redpen is easy.  You can sign up with your email address. Once you have signed up you can embed the widget, download the browser extension or the application to start collecting feedback, bugs, and issues.

You can easily integrate Redpen into your issue-tracking system with a simple configuration setting.

Once you have completed the sign up process, you can access the web or desktop app and follow these 3 simple steps:

1. Under the banner “Project Management Service” choose the target system.
2. Specify the URL of the project management service with which you want to integrate.
3. Authorize Redpen to connect to your issue / ticket management service.

You will get a message confirming that authorization was successful.

Yes, users can capture multiple screenshots. They can do that in two ways.

1. Using Redpen extension: Users can download and install the Redpen extension from the web store of their specific browser (currently supported on Chrome, Edge, and Safari). Once the extension is installed, they can take multiple screenshots directly from the webpage or application they are working on. Note that this is only available with Redpen for Developers.
2. By clicking on the "Take a screenshot" button provided on the Redpen home screen or widget.

Both methods provide the flexibility to capture multiple screenshots allowing users to capture and share visual feedback.

To download the Redpen browser extension,

1. Visit the Redpen website
2. Click on the download section.
3. Go to browser extension section.
4. Click on the extension for the browser you will be using and follow the installation steps.

To download the Redpen browser extension,

1. Visit the Redpen website.
2. Click on the download section
3. Go to the desktop applications section.
4. Click on the desktop app for the platform you are using and follow installation instructions displayed.

Redpen allows you to create a team and invite users to submit and collect feedback/bugs. This feature is available in the standard plan for both Redpen for Developers & Redpen for Service.

You can create a team by starting a free trial of the standard plan for  Redpen for Service & Redpen for Developers.

To invite team members you will need to do the following:

1. Click on your the Avatar (Profile)
2. Select "Manage Users" from the drop-down menu
3. Select the "Invite user" option
4. Enter the team member's email address
5. Select the "Invite" option.

Before inviting team members, ensure that you are the team admin. Kindly note that team admin capabilities are only available in the Standard and Enterprise plan.

Yes, you a user can be part of more than one team. But joining a team requires an invitation from the administrator of the account / team.

To invite a user, follow the steps outlined below:

1. Click on the "Manage Users" option located in the Avatar/Billing and subscription section.
2. Select the "Invite User" button.
3. Enter the email address of the user you wish to invite.
4. Click on the "Invite" button.

The user will receive a Team invitation link, which they can use to join the team.

Here are the steps to create the Redpen widget:

1. Click on the Avatar.
2. Go to "Settings."
3. Select the "Widgets" option.
4. Click on the "Create Widget" button.
5. Select the “Website” option on the first step of widget creation.
6. Complete the 5-step process of widget creation.
7. Add the copied widget script to your website/application.

For more information about the Redpen widget, please visit this Guide.

You can get the script for the Redpen widget in less than 5 minutes by following these steps

1. Sign into Redpen
2. Select the site (URL) for which you want to get the widget script
3. Go to the settings for that site
4. Select the "Widgets" option under settings
5. Click on the widget you created
6. Select the "Details" tab

The script will display under the "Details" tab. You can copy the script or email it to your development team from there.

For more information about the Redpen widget, please visit this Guide.

Once you have created and obtained the script for the Redpen Widget, adding it to your application or website is simple. You will need to paste the script into the HTML code on your website just before the </body> tag.

Once you have added the widget to your website/application, the Redpen widget will be immediately visible to your users.

For more information about the Redpen widget, please visit this Guide.

To embed the Redpen widget on your mobile app, you first need to create the widget. Here are the steps to create the Redpen widget:

1. Click on the Avatar.
2. Go to "Settings."
3. Select the "Widgets" option.
4. Click on the "Create Widget" button.
5. Select the “Mobile Application (Android & iOS)” option on the first step of widget creation.
6. Complete the 5-step process of widget creation

For more information about the Redpen widget, please visit this Guide.

Users of your application or website can easily submit feedback with Redpen once you have embedded the widget into your application. Submitting feedback requires these simple steps:

1. Click on on the embedded widget
2. Describe feedback and attach relevant visuals
3. Click on the Submit button

For more information about the Redpen widget, please visit this Guide.

Yes, you can customize the widget in the following ways

1. The button from which the widget is invoked
2. Show/Hide the widget
3. The theme of the widget (to match your branding)
4. Adding text and numeric fields custom fields
5. Adding a pick list to gather feedback

By default, the Redpen widget appears on the right side. Changing the default location is not currently supported.

Redpen currently supports English as the default language. Changing the default language is not currently supported.

Yes. The Redpen capture widget can be embedded for usage in local development environments.

You can customize the widget to match your company branding by choosing a widget theme that reflects your brand colors and style. Customization options include changing colors, fonts, adding custom fields and pick lists.

The Redpen widget offers two main features

1. Submit feedback that includes screenshots, screen recording, and more directly from your application into the trouble ticketing system
2. Ability to contact your support team

Integration with Jira requires a simple change in a configuration setting that can be done in 3 steps after logging into Redpen.

1. Click on the “Jira Cloud” from the right side panel of the Redpen home screen / Service selection menu / Service settings
2. Specify the URL of the Jira site you want to connect with Redpen
3. Authorize Redpen to connect to your Jira site

To learn more about Jira integration, click here: Connect a Jira services to Redpen.

Integration with Azure DevOps Organization requires a simple change in a configuration setting that can be done in 3 steps after logging into Redpen.

1. Click on the “Azure DevOps” from the right side panel of the Redpen home screen / Service selection menu / Service settings
2. Specify the URL of the Azure DevOps Organization you want to connect with Redpen
3. Authorize Redpen to connect to your Azure DevOps Organization

To learn more about Azure DevOps integration, click here: Connect an Azure DevOps Organization to Redpen

To connect Redpen with your Jira Service Management you will need to do the following

Follow the steps mentioned below to integrate Jira to the Redpen

1. Click on the “Jira Cloud” from the right side panel of the Redpen home screen / Service selection menu / Service settings
2. Specify the URL of the Jira service you want to connect with Redpen
3. Authorize Redpen to connect to your Jira site

To know more about Jira integration, click the on link mentioned below:

Connect a Jira services to Redpen

Yes This feature is available for Enterprise plan.

To view the issue created in the Jira, click the success message toaster. It will redirect you to the issue in Jira.

To view the issue created in the Azure DevOps Organization, click the success message toaster. It will redirect you to the to ticket in Azure board.

You can connect unlimited Jira sites with Redpen.

You can connect unlimited Azure DevOps Organization with Redpen.

Redpen offers rich diagnostic information. The details available depend on the plan chosen and the details provided by the application. The diagnostic information fits into three categories user context, application context, and device context.

Diagnostic information is automatically attached to every ticket issued from Redpen.  It helps the development team to identify, reproduce, and resolve the issue faster.

The user does not have to do anything to attach the diagnostic information. It is automatically captured and transmitted with the issue submitted by the user.

A diagnostic policy refers to a set of rules or guidelines that govern the collection, analysis, and handling of diagnostic data in a specific context.

When creating a diagnostic policy, you have the option to select specific diagnostic data to be sent along with the feedback. This data can include:

• Device details: This may include the operating system (OS) name, OS version, and screen dimensions of the device being used.
• Browser details: Information such as the page title, page URL, browser name, browser version, browser tab dimensions, and user agent can be included.
• Network logs: Logs related to network activity, such as requests and responses, can be included to help diagnose issues related to network connectivity.
• Console logs: Logs generated by the browser's console, which may contain valuable information about errors or warnings, can be included.
• Browser storage: Data stored in cookies, local storage, and IndexedDB within the browser can also be included for analysis.

By including these specific diagnostic data points in the policy, it becomes easier to gather relevant information for troubleshooting and identifying the root causes of any issues encountered.

!Please note that this feature is only available for the Redpen web widget.

Yes, you can include custom metadata with every ticket by following these steps:

1. Create the Redpen web widget: Set up the Redpen web widget on your website or application.
2. Add your custom metadata in the widget script: Within the widget script, you can add additional fields or parameters to capture and send the desired custom metadata along with each ticket.

By including custom metadata, you can provide specific contextual information or additional details that can be useful for ticket management and issue resolution.

!Please note that this feature is only available for the Redpen web widget.

To know more about it, please refer this link: Send custom data with the Redpen diagnostics information | Redpen

By default, console logs are displayed and cannot be hidden. Currently, there is no option available to change this default behavior.

You can see the diagnostic information in the description field as well as attached JSON file in your project management tool.

You can request us to review, update, or delete your information. Please submit a request form by clicking here.

lf you have questions or comments about your privacy rights you may email us at privacy@redpen.ai

You can change your payment details by following these steps

1. Click on the Avatar / Profile picture
2. Select Billing & Subscription
3. Click on the “Manage your payment details” button
4. Click on the pencil icon to change the payment method

Payment detail will automatically change in stripe. we have managed the customer’s payment details directly in the stripe.

Invoices and payment receipts will be sent to the email that was used to sign up for Redpen.

Yes, we have manage payments in Stripe payment tool. Redpen does not store your credit card information You can read more about the security integrated into Strip Security at Stripe

You can switch from annual billing to a monthly plan at the end of your contract period.

You will be moved to the Redpen basic plan with limited features if you cancel any paid Redpen plan. You can cancel your plan at the end of the month (if you are on the monthly payment plan) or at the end of your contract period if you are on the annual plan.

You can upgrade your basic plan to a standard plan by clicking on the “Subscribe” button from the Billing and Subscription at any time. To switch from the Standard plan to the Enterprise plan you will need to contact sales.

If you choose to downgrade from the Enterprise to the Standard Plan or Basic Plan please contact sales. You can switch from the Standard plan to the Basic Plan at the end of your billing period.

Yes, you can buy both Redpen for Services and Redpen for Developers.

You can contact us in the following ways.

1. Chat with us by clicking the help icon at the bottom left of the Redpen home screen.
2. Email us from the “Support” option on the Redpen website

No, you will not be automatically charged after the trial ends, Your Standard plan will automatically downgrade to the Basic plan.

There are several reasons that the Redpen widget might not be visible on your application or website

1. The Redpen widget script might not have been added or accidentally deleted from your application or website
2. Your website or application URL might not have been properly configured in the origin list of the Redpen widget configuration

The Redpen widget script is designed to run in the background, so it should not have an impact on your application or website performance.

The time between the user clicking on submit and the ticket populating in your system depends on a few factors

1. The bandwidth available to the end user
2. The number of attachments submitted by the user
3. The types of attachments images/text/video submitted by the user

You have to add your website in the origin list of the widget configuration.

You can hide/show the Redpen widget from the “Widget Customization”

To hide or show the Redpen widget, follow these steps:

1. Go to Widgets settings
2. Click on the widget you want to hide/show
3. Select the “Customization” tab
4. Look for the option labelled "Display Redpen widget button" and toggle it on or off.
5. To show the Redpen widget, turn on the toggle.
6. To hide the Redpen widget, turn off the toggle.

By following these steps, you can easily control the visibility of the Redpen widget on your website.

Visit the Redpen website. Click on the download section and then go to the browser extension and install it.

Redpen offers extensions for Chrome, Safari, and Edge.

A single click on the Redpen extension let’s the user take a screenshot and a double click lets the user start recording video. You can even use shortcut keys, for the screenshot - Alt+Shift+X and for screen recording - Alt+Shift+D.

The Redpen browser extension is the easiest way to send feedback and report bugs. Single click to take screenshots or double click to start record screens of any website or desktop application, highlight issues using annotation tools, and submit them to your favorite issues tracking service.

It is an effective tool for use by your development, QA and UAT teams.

Yes, You can contact us in the following ways.

1. Chat with us by clicking the help icon at the bottom left of the Redpen home screen.
2. Email us from the “Support” option on the Redpen website

You can contact us in the following ways.

1. Chat with us by clicking the help icon at the bottom left of the Redpen home screen
2. Email us from the “Support” option on the Redpen website

Redpen has been designed to be simple to use and deploy. We have developed and provided extensive documents and videos to configure and use Redpen but do not offer any formal training program at this point.