Report a problem as a ticket with a screen snip

What it is for

Something on your screen is wrong — an error message, a broken picture. Instead of describing it on the phone, you show it: you draw a frame around it, write a sentence and send it off. Your IT gets a ticket with the picture. It also knows straight away which computer it comes from.

What you need

• BrowserDesk on your computer (Windows, Mac or Linux). Your computer belongs to an access (C2).
• Your access has the ticket system. In the cloud it is booked per access, with your own relay it is part of the licence. BrowserDesk Free has no tickets.
• Your IT has not switched off "tickets from the device".

How to do it

1. Open BrowserDesk and click Fernzugriff (Remote access) on the left. Quicker: the icon next to the clock — right-click → Ticket mit Bildausschnitt… (Ticket with screen snip…).
2. In the card Ticket erstellen (Create ticket) click Mit Bildausschnitt… (With screen snip…). To write only, without a picture: Ohne Bild… (Without picture…).
3. BrowserDesk disappears for a moment. The screen gets a little darker. - Hold the mouse button and draw a frame around the spot. - Windows: a single click on a window takes the whole window. The space bar takes the whole screen. Esc or the right mouse button cancels. - Mac: the macOS tool appears. For a whole window: first press the space bar, then click the window.
4. The window Ticket erstellen opens with your picture.
5. If you like, mark something in the picture: Rahmen (Frame), Pfeil (Arrow) or Text.
6. Is something private in the picture — a password, a name, an account number? Then take the black-out tool and drag over the spot. A black bar covers it. The picture arrives exactly like that.
7. Another picture? Weiteren Ausschnitt (Another snip). Up to 5 pictures fit in one ticket.
8. Write a title at the top — one line saying what it is about. The title is required.
9. Below it you can describe what happened. You can also enter your name and a phone number or e-mail for a call back.
10. Click Senden (Send). Only now does anything leave your computer.

Even quicker with a key

• Windows: Einstellungen › Allgemein (Settings > General) → card Ticket mit Bildausschnitt → Tastenkürzel festlegen… (Set keyboard shortcut…). Press the keys you want, for example the suggestion Ctrl+Shift+F12. Then this key opens the frame from anywhere, as long as BrowserDesk is running. Entfernen (Remove) switches the key off again.
• Mac and Linux: the same card shows a command to copy. Put this command on a key in your system's settings. The card says where.

How you know it worked

A sentence like "Ticket #1004 in „…“ angelegt mit einem Bild." (Ticket #1004 created with one picture) appears at the bottom. The number is your ticket. You will find it afterwards under Tickets on the left (F7).

Good to know

• Only the picture you see. Window titles and other windows are not sent. A short note about the computer is added automatically: name, user, BrowserDesk version, operating system and screen size.
• No internet? If BrowserDesk runs without the service, Senden puts the ticket into an outbox. It goes out by itself as soon as the computer is connected again. The card Ticket erstellen then shows "Postausgang: 1 Ticket wartet auf die Verbindung zum Relay." (Outbox: 1 ticket waiting). A waiting ticket is dropped after 7 days.
• At most 10 tickets per computer and hour.
• Content your computer shows protected (some films, for example) can be black in the picture.

If it does not work