How to create screenshots or screen recordings

Creating and sharing screenshots or screen recordings when dealing with technical support is important so that the customer services specialist can have a better understanding of what is happening on the customer end.

 

Best practices

• Show the full error message: If there’s an error message, include the full text in the screenshot or screen recording.
• Include relevant context: Show what led up to the issue (e.g., settings, input data, steps taken).
• Avoid unnecessary clutter: Close irrelevant windows or sensitive information.
• Use the Right Capture Method:
  • Static Screenshot: Best for single error messages or UI-related issues.
  • Screen Recording: Best for issues that involve multiple steps or unexpected behaviors.

• Annotate for Clarity:

  • Use highlights, arrows, or text annotations to identify the exact issue.

  • Blur out or redact sensitive data (e.g., passwords, personal data).

How to create a screenshot

Screenshot on Windows

If you are using Windows 10 or Windows 11, you will find a preinstalled tool called Snipping Tool.

1. Open Snipping Tool
   • Select the Start button, enter snipping tool, then select Snipping Tool from the results.
2. Capture a screenshot
   • Select the snip Mode
   • Click New
   • Select the area you want to capture
3. Save a screenshot
   

   • After you capture a snip, select the Save as button.

   • In the Save As box, type a file name, location, and type, and then select Save.

Screenshot on macOS

• Screenshot of the entire screen
  1. Press and release Shift + Command (⌘) + 3
  2. The screenshot will be saved on your Desktop
• Screenshot of a portion of the screen
  1. Press and release Shift + Command (⌘) + 4
  2. Select the area of the screen you want to capture
  3. The screenshot will be saved on your Desktop

Screenshot on iOS

1. Quickly press and release the side button and the volume up button at the same time.

2. Tap the thumbnail to open and review the screenshot, or swipe left to close the thumbnail.

3. Screenshots are automatically saved to your photo library in the Photos app.

How to create a screen recording

Screen recording on Windows

1. Open Snipping Tool
   • Select the Start button, enter snipping tool, then select Snipping Tool from the results.
2. Capture a screen recording
   • Select the Record button.
   • Select the area you want to capture.
   • Select Start.
   • When you are done, select Stop.
3. Save a screen recording
   

   • After you capture a screen recording, select the Save as button.

   • In the Save As box, type a file name, location, and type, and then select Save.

Screen recording on macOS

1. Open the screenshot app by pressing and releasing Shift + Command (⌘) + 5.
2. Select the mode: Entire screen, Selected window, or Selected portion.
3. (Optional) in the settings, you can choose to enable or disable the microphone.
4. Start the recording by clicking on the Record button on the Screenshot toolbar.
5. Stop the recording by clicking on the Stop button in the menu bar.
6. The screen recording will be saved on your Desktop.

Screen recording on iOS

Prerequisite: To create a screen recording on iOS, you must first enable the Screen Recording button in the Control Center (external link).

1. Open the Control Center by swiping down from the top-right corner of the screen.
2. Tap the + symbol at the top-left corner of the screen to start editing the controls.
3. Tap the + Add a Control button at the bottom of the screen to open the controls gallery.
4. Select Screen Recording.

To actually start with the screen capture, proceed as follows:

1. Open the Control Center by swiping down from the top-right corner of the screen.
2. Tap the Screen Recording button .
3. A three-second countdown starts, you can close the Control Center during this time. The recording starts at the end of the countdown.
4. To stop recording, tap the Screen Recording button (  or ) at the top of your screen, then tap the Stop button.
5. Screen recordings are automatically saved to your photo library in the Photos app.