Diagnostic Guidelines
Do not send vague descriptions. Use these protocols to capture exactly what engineering needs to fix the issue on the first try.
Screenshot Anatomy
When to use them, how to annotate them, and why cropping out the URL bar is a fireable offense.
Recording Protocol
Framerate limits, DevTools network tab requirements, and keeping file sizes under Zendesk's draconian limits.
Capturing .HAR Files
A video shows what broke; a .HAR file shows why. How to export network requests securely.
macOS Native Workflows
Cmd+Shift+5 is all you need. Stop buying third-party tools for basic capture.
Windows Snipping Tool
Win+Shift+S and the updated Snipping Tool video capture capabilities.
PII & Sanitization
How to redact customer data from screenshots before uploading to offshore support portals.
iOS & Android Capture
Native screen recording on mobile devices and transferring files without compression.