Guide
Customer support screenshot checklist: protect customer data
A support screenshot needs the action, expected result, actual result and enough context to reproduce the issue. Remove customer details that do not help resolve it, then send the checked export to the intended ticket or recipient.
Record the support fields
- Action the user took.
- Expected and actual result.
- Browser, version and relevant account state.
- A checked screenshot with only the context support needs.
Use the completed handoff and checklist
The optional example uses invented details. Replace its fields with observations from your case and retain only the information support needs.
Download the completed support handoff# Support screenshot handoff
Ticket: SUPPORT-DEMO-104 (example)
Question: How should a report describe the disabled Export button in this demonstration?
Environment: Example 1200 x 760 billing-dashboard image, not an interactive product.
Expected in a working product: A report with an allowed date range can be exported.
Observed in this fixture: Export is deliberately disabled. This is not a production incident.
Steps: Open the example dashboard image, read September 1-7 and Weekly billing summary, inspect Export.
Attachment: redacted-dashboard.png
Annotation: An orange arrow points to the disabled button; the date range remains visible.
Removed: Invented name, example email and complete fake API key. Navigation was not present.
Sharing: Demonstration only; no external support ticket or link was created.
Verification: Reopened the exported PNG and checked every redacted region.
Next action for a real case: Replace these fields with reproduced observations and ask support for the next diagnostic step.
## Before sending
- [ ] Include the action, expected result, observed result and relevant environment.
- [ ] Keep the error text and enough context to understand the problem.
- [ ] Remove customer identifiers, credentials and unrelated cases.
- [ ] Reopen the actual attachment; confirm it is legible and safe to share.
- [ ] Confirm the recipient and how long access is needed.
Show the control and the surrounding state
The practice image shows the date range and disabled Export button together. That is more actionable than a tightly cropped button with no explanation of how the user reached it.
Review customer and account information
Check names, email addresses, IDs, billing details and other tickets in the background. Remove credentials even if the recipient works on the product.
Keep error text when it helps, but review it too. An error message or request URL can repeat a token or customer identifier.
Use a format the recipient can read
Use the original PNG for one clear view. For several steps or a long page, order the images and split them into readable PDF pages.
Paste a reviewed transcription of an error as text when support needs to search for it. Proofread OCR output before sending.
Close the loop
Confirm the ticket, recipient and access window. State what response or next action you need so the image does not arrive without a task.
If a temporary link was used, revoke it when the review is complete. Copies in a ticketing system follow that system’s retention and access settings.