Attaching a Screenshot to a Ticket
Sometimes it's helpful to attach a screenshot to a ticket so we can see what you're seeing. Depending on your exact version of Windows and what updates are installed, you may have one or both of two options. One is called the "Snipping Tool" and the other is called "Snip & Sketch".
Skip to Snip & Sketch
Skip to Uploading
Snipping Tool
You can open the Snipping Tool by opening your Start menu and just starting to type "snip". It should automatically show up in the list of options like so:
Alternatively, you can hit the Windows key and R at the same time to open the Run prompt, and type "snippingtool".
This will open the Snipping Tool, and you have several options from here. You can click the Mode button to select which mode you want to use.
Free Form will let you draw around whatever you want to grab, in whatever shape you want to use. Rectangular is what we most commonly use, and it lets you draw a rectangle around what you want to capture. Window will allow you to select a window, and the Snipping tool will take a screenshot of the entire window. Full Screen will take a screenshot of everything visible on your screen. Once you select a mode, you can click New if it does not automatically start the process, and take a screenshot.
Once you've taken a screenshot you can go to File > Save or click the Save icon to save the screenshot to a file. Then you're ready to upload to a ticket.
Snip & Sketch
You can open Snip & Sketch by opening your Start menu and just starting to type "snip". It should automatically show up in the list of options like so:
Snip & Sketch will open like so:
Alternatively, you can hit Windows Key + Shift + R, which will Open Snip & Sketch in full screen mode. Clicking the "New" button will also switch the program to full screen mode. Your screen will darken and you'll see this message and menu bar at the top:
The options are, in order from left to right:
- Rectangular: Draw a rectangle around what you want to take a screenshot of.
- Free Form: Draw a shape of your choice around what you want to take a screenshot of.
- Window: Select a window and the tool will take a screenshot of that entire window.
- Full Screen: The tool will take a screenshot of everything on your screen.
After making your selection you will receive the following notification with a preview of your screenshot and options for what to do next.
Click the notification to open the editing window, where you can mark on or otherwise edit the screenshot, then save by clicking the save icon.
Uploading Your Screenshot
To upload your attachment when creating a ticket, simply click the "Attach a file" link as seen below, navigate to where you saved your file previously, and select it for attachment.
Adding an attachment after a ticket is open is just as easy if you're logged in. Simply click on your open ticket and you'll see a section to add a reply, with the same "Attach a file" option.