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Live chat & tickets: how to add screenshots or videos to support requests

Learn how to capture and share screenshots or videos in your AutoDS live chat or ticket to better explain issues and speed up resolution

Introduction

Sometimes, explaining an issue through text alone isn’t enough. Adding a screenshot or a video can help our support team understand your case more clearly and solve it faster.

This article explains how to:

  • Capture and share a screenshot using Lightshot (recommended).

  • Record and share a video using Screencastify (recommended).

Benefits

  • Show your issue visually instead of describing it in words.

  • Speed up resolution time for technical issues.

  • Avoid misunderstandings by providing clear visual context.

When to add a screenshot or video

You can use screenshots or videos to:

  • Report bugs or technical issues.

  • Demonstrate unexpected behavior in your account.

  • Walk our support team through the steps that led to the issue.

 

 

How to add a screenshot

We recommend using the free Lightshot Chrome extension. 

Once installed, the Lightshot icon will appear in the top-right corner of your Chrome browser.

  1. Click the Lightshot icon and select the area of the screen you want to capture.

  2. Choose one of three options:

    • Save – download the screenshot to your computer.

    • Copy – copy and paste directly into the chat (Windows: Ctrl+V / Mac: Command+V).

    • Link – generate a shareable link to send in the chat.

  3. To attach in AutoDS Support:

    • If saved, click the pin icon in the chat and upload the file.

    • If copied, make sure the cursor is in the chat box and paste it.

    • If using a link, simply paste the link into the chat or ticket.

 

 

How to add a video

We recommend using the Screencastify Chrome extension: Download Screencastify.

Once installed, the Screencastify icon will appear in the top-right corner of your Chrome browser.

  1. Click the Screencastify icon.

  2. Choose one of the recording options:

    1.  

      Record your entire screen – Select this if you plan to switch between tabs during the recording
    2. Record a specific browser tab
    3. Turn microphone On/Off
    4. Start recording
    5. Access your recording history
  3. Click Record. A countdown will begin, then your screen recording will start.
  4. Once finished, you’ll be redirected to the video page.
  5. Click Copy Share Link and paste the link in your chat or ticket.
 

Note: You may need to wait a few seconds for the Copy Link button to activate.