In this blog post, we will guide Mac and Windows users on how to take a screenshot or a video for a helpdesk ticket.  Providing a screenshot can back up your description of the issue and provide the support team with more information to help correct the issue.

Windows Users:

To create a screenshot for a helpdesk ticket on Windows, you have two options: use the Snipping Tool or the Windows + Print Screen key combination. Here's how to use the Snipping Tool:

Using Snipping Tool:

1. Open the screen that you want to capture. Make sure the screen shows the issue or problem that you need help with.
2. Click on the "Start" button and type "Snipping Tool" in the search box. Click on the Snipping Tool app to open it.
3. Click on "New" to start a new snip.
4. Select the area of the screen you want to capture. You can choose from four snipping types: Free-form Snip, Rectangular Snip, Window Snip, and Full-screen Snip.
5. Once you have captured the snip, click on "File" and select "Save As" to save the snip as an image file (e.g., PNG, JPEG, or GIF).
6. Attach the saved file to your helpdesk ticket or upload it to the appropriate location as directed by your support team.
   
   

Using Windows + Print Screen key combination:

1. Open the screen that you want to capture. Make sure the screen shows the issue or problem that you need help with.
2. Press the Windows key + Print Screen key simultaneously.
3. The screenshot will be automatically saved
4. Open any image editing software, such as Microsoft Paint, Adobe Photoshop, or even the built-in "Photos" app in Windows or Mac.
5. In the image editing software, select "New" or "Create a new image" from the File menu.
6. Press Ctrl+V or right-click and select "Paste" to paste the screenshot you just took.
7. Save the file as a JPEG, PNG, or other commonly used image format.
8. Attach the saved file to your helpdesk ticket or upload it to the appropriate location as directed by your support team.

That's it! Your screenshot is now ready to be shared with the helpdesk team, who can use it to better understand your issue and provide a solution.

Mac Users:

To create a screenshot for a helpdesk ticket on a Mac, you can use the built-in screenshot tool called "Screenshot" or "Grab". Here are the steps:

1. Open the screen that you want to capture. Make sure the screen shows the issue or problem that you need help with.
2. Press Command + Shift + 3 on your keyboard to take a screenshot of the entire screen. Or, press Command + Shift + 4 to capture a specific area of the screen.
3. The screenshot will be saved on your desktop with the name "Screenshot" or "Screen Shot" followed by the date and time.
4. Open the screenshot file by double-clicking on it. It will open in Preview, the default image viewing software on a Mac.
5. Use the markup tools in Preview to highlight and annotate the screenshot as needed.
6. Save the file as a JPEG, PNG, or other commonly used image format.
7. Attach the saved file to your helpdesk ticket or upload it to the appropriate location as directed by your support team.

That's it! Your screenshot is now ready to be shared with the helpdesk team, who can use it to better understand your issue and provide a solution.

Video Screenshots:

To create a video screenshot for a helpdesk ticket, you can follow these steps:

1. Choose a screen recording tool: There are several screen recording tools available such as OBS Studio, Screencastify, Loom, etc. Choose the one that suits your needs and install it.
2. Open the tool and start recording: Open the tool and start recording your screen. Make sure to include all the necessary steps that are required to replicate the issue or error.
3. Capture the relevant area: Make sure to capture the relevant area of the screen where the issue is occurring. You can also highlight or annotate the area to make it more clear and understandable.
4. Save the recording: After completing the recording, save the file in a common format such as MP4, MOV, or AVI.
5. Attach the file to the ticket: Attach the recorded video to the helpdesk ticket or support request. You can use any file sharing service like Google Drive, Dropbox, or WeTransfer to upload the file and share the link with the support team.
6. Provide additional context: To provide additional context, include a brief summary of the issue or error in the helpdesk ticket. This will help the support team to understand the problem more clearly and provide a quick solution.

By following these steps, you can easily create a video screenshot for a helpdesk ticket and provide a better understanding of the issue to the support team.

You can learn more about how to create a good support ticket request at our blog.