It is difficult to understand application performance issues when the IT support team does not have visibility into the end user’s experience. Developers explain how they get the information they need, including the use of automated systems for gathering insight:
This means creating or using bug reporting functionality that automatically collects URLs, screenshots, state variables, and any other available data associated with the user’s actions and the results. This approach ensures that developers at least get some basic diagnostic information as part of the report.
Check out the full post, How to Get Better Bug Reports from Users Without Resorting to Threats, Bribes or Tears, from IT World.