Information customers send.
WHY SCREENSHOTS HELP
They show what the customer actually sees, rather than their description of it.
WHAT TO ASK FOR
The whole window, not a crop.
WHY
The address, the error and the context are frequently outside a crop.
WHAT TO ALSO ASK FOR
The exact time it happened.
WHY
It lets you find it in logs.
WHAT TO BE CAREFUL WITH
Screenshots containing other people's data Images containing credentials Very large files from customers on limited data
WHAT TO DO ABOUT CREDENTIALS IN AN IMAGE
Tell them to change them, immediately.
WHY
It has been transmitted and stored.
WHAT TO ACCEPT
That customers will send what they can.
WHAT NOT TO DO
Refuse a photograph of a screen because it is not a proper screenshot.
WHY
Many customers cannot take one, and it contains the same information.
WHAT TO CHECK IN ATTACHMENTS
That they are what they claim to be.
WHY
Attachments are a common route for malicious files.
WHAT TO AVOID
Opening executable attachments Enabling content in documents
WHAT TO ASK FOR INSTEAD OF LARGE FILES
The relevant portion, or a link.
WHAT TO RETAIN
Only what the ticket needs.
WHY
Attachments accumulate and contain personal data.
