What Does This Page Cover?

Overview

You can use this feature to,

• Record the issue 
• Elaborate on the issues using voice recordings and annotations
• Mask sensitive information within the recording with the video editor
• Share the recording to support team with just a click

The self-explanatory video you record not only saves you time spent in explaining the issue, but with your consent, it also collects the necessary debugging information while recording, and helps our support team to identify the issue easily and come up with a solution in no time. 

Screen Record powered by Quartz

See How It Works

Benefits of Screen Record by Quartz

• Integrated application logs - Screen recording will automatically connect your recording with the application logs of the app you're using.
  
• Contextualizing your recording - Screen record's video editor provides you with quick provisions to further describe issues you had encountered.
  
• Privacy-first philosophy - Screen record comes with a built-in video editor to help with masking or blurring out sensitive portions of your recording. Screen record also avoids collecting unnecessary user information.
  
• Efficient Debugging and Support - Screen record tracks the necessary debugging information to help our support team to swiftly zero-in on the problem at hand. This also helps agents accurately simulate their environment.

Data collected by Screen Record

Screen Record by Quartz follows a privacy-first philosophy by ensuring only those data points that have a direct impact on performance are collected. The following table lists the type data that will be collected after getting consent during the recording of the issue and the reason for their collection.

Steps to Screen Record:

1. Click the Help button present at the bottom of your screen .
   
   
2. Navigate to the Zia Help Assistant and choose Support. Under Support, click Screen Record. Click Proceed to proceed with the recording.
   
3. You'll be welcomed in a new tab with an intuitive onboarding popup, which will give you a quick video tour on how the screen recording process works. Click Done or Skip to proceed.
   
4. Click View details to pursue privacy requirements and share your consent against the checkbox. You can view the Quick Tips in the right pane for tips to be followed when recording your screen. Click the Start Recording button.
   
   
5. Choose if a tab, window, or the entire screen has to be recorded. A recording session has a time limit of five minutes. Once the timer starts ticking, each and every step of yours will be recorded. Navigate to the instance you faced an issue with.
   
Note: Do not close or reload the tab while recording the issue. If you do, the recording will not be saved and you will have to start the process from the beginning. If the user changes the profile when recording, the log consoles of the new will not be saved.
6. Repeat the steps that led to the error in the instance. Navigate back to the Screen Record tab in your browser once you have highlighted your issue and click End Recording.
   
   
7. You will be taken to the Screen Record Summary screen. This gives you a preview of your recording. Click the Edit Recording button to edit your video.
   
8. On clicking Edit Recording, it takes you to the video editor, giving you options to enhance your recording with annotations, add voice overlays and more. This editor also allows you to quickly mask or blur aspects of your screen, as well as trim portions. Click Finish once you are ready to proceed.
   
   
   
   

   Note: Even after clicking Finish, you can still view the edited video or make further modifications to the video.
9. You can also click New Recording to record the whole screen again. On clicking New Recording, it will delete your current recording and will start over again.
   
10. Once done, you can share your final recording with our support, along with a relevant subject line and description. If needed, you can also associate this screen recording with an existing support ticket by entering the Existing ticket ID.
    
    
11. Click Submit to complete your support request.
    
    
    
12. You can relax, while our experts quickly analyze your environment, test the issue and get back to you with a swift resolution.
    
13. You can record your screen from the Edit mode and also the Live mode of your application.