How to Provide Screenshots

When emailing customer support, and providing screenshots, always provide full-screen screenshots.

Cropped screenshots are not helpful, as it can be hard to identify where you are exactly in the application and may omit vital information that could be helpful to customer support and technical support. 

Here are some tips that you should follow. 

• • Fullscreen screenshots are required.
    • • On Windows, you can press Windows Key + Shift + S. 
      • On MacOS, you can press Shift + Command + 3.
        
        
  • DO NOT crop your screenshots.
    • • Cropped screenshots provide little to no detail. 
        
        
  • Highlight the area in your screenshot
    • • Using the pre-built Snippet tools in either Windows or MacOS allows you to do this immediately after selecting the entire screen.

Here are some examples. 

This cropped screenshot tells us nothing. It does not show where you are in the system. 

Compared to providing the full-screen screenshot, it tells us everything we would need to know. 

The areas marked in red tell us everything we require to provide technical support to investigate further. Without this, it would be difficult for technical support to investigate and find the root cause. 

If you are taking a screenshot of an issue of a report, we would require a full screenshot that displays the results and the filters list.

The areas marked in red tell us everything we require to provide technical support to investigate further.