What are my options to take and provide screenshots? – Zendesk

Question

What are my options to take and provide screenshots?

Answer

As part of the troubleshooting process at MorgWard, you may need to provide us a screenshot of the issues that you are experiencing. This helps us see what you experience without enabling account assumption. We may still need to take that step if we are unable to get to the root of the problem through just the screenshots.

Important: Do not take screenshots of any sensitive information, such as passwords, API tokens, or credit card information. We redact this information from the tickets before proceeding with your request and then we ask you to send it again, without the sensitive content.

Operating system screenshot tools

Both MacOS and Windows have built-in tools to allow you to capture screenshots in a variety of ways. The options for these two operating systems are listed here:

Windows 7, 8, and 10: Use Snipping Tool to capture screenshots
MacOS: How to take a screenshot on your Mac

Software-based screenshot tools

There are a lot of available tools for both MacOS and Windows, some of which offer some additional options, such as the ability to mark up the image, upload it to a publicly accessible location, among other things. While we do not make these tools ourselves, find below some tools that we use here at MorgWard:

Jing (https://www.techsmith.com/jing-tool.html) - Available for Windows and MacOS
Skitch (https://evernote.com/products/skitch) - Available for MacOS
Greenshot (https://getgreenshot.org/) - Available for Windows

Attaching screenshots to MorgWard

When communicating with the MorgWard Customer Support team, there are a number of different methods for you to attach a screenshot.

Contact via email - Upload the image with your email provider’s tools when sending us a message. You can add this as an inline image if your provider allows for that.
Contact via the Web Widget - At the bottom of the Web Widget ticket form, use the Attachments option to add up to 5 attachments.
Contact via Chat - Once you started a chat with us, in the lower-left corner of the conversation window, click Options and then select Send File. This brings up a window to allow you to attach your files.