When reporting a technical issue, a screen recording can be one of the most effective ways to help our support team understand what’s happening. It shows us the exact steps you’re taking and what you’re seeing on screen, which helps us reproduce and resolve the issue faster.
What makes a helpful screen recording?
- Show the full screen and not just an isolated section.
- Show the full workflow that leads to the issue
- Narrate your steps if possible (even brief explanations help)
- Keep the recording under 2–3 minutes if the issue is quick to demonstrate
macOS:
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How to record your screen using QuickTime
Tip: Before starting the recording, click the 'Options' menu next to the Record button in QuickTime and select your microphone. This allows you to include voice narration to further explain what is happening.
Windows:
Sharing the recording
If the file is too large to email or attach directly, you can:
- Request an upload link from your local support team to safely upload your recording.
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Upload it to a cloud service of your choice (e.g., Google Drive, Dropbox, OneDrive).
Make sure the link is accessible (e.g., set to “Anyone with the link can view”).
Include the link in your support ticket.