Record your screen to show us a problem

Show us instead of describing it

Some problems are hard to put into words: a button that does nothing, a number that looks wrong, a page that behaves differently on the third try. You can record your screen, talk over it if you want to, and send the recording with your ticket.

It is always optional. Every ticket form works exactly as it did without one.

Where you can record

• Reporting a problem. The ticket form has a Screen recording section near the bottom, under the screenshots.
• The Help Hub. On the card that offers to create a support ticket from your chat, use Add a recording.
• Skip. The video button in the message box opens the recorder, and Skip offers Record your screen when a recording would help.
• Replying to your own ticket. Open Control Centre, then Support, open your ticket and use Record screen on the reply.

What happens when you record

1. Choose whether you want a voice-over, and which microphone to use.
2. Click Start recording. Your browser asks which tab or window to share - pick the one showing the problem.
3. The form you started from gets out of the way, and a small timer stays on screen with a mute button and a stop button. Go and do the thing that goes wrong.
4. Stop. The form comes back with the recording attached, and you can play it, record it again or remove it before you send.

The recording keeps going while you move around Jump, so you can start on the ticket form, go to the page that misbehaves and come back.

The voice-over

If you turn on the voice-over, whatever you say is recorded with the video and also turned into text, so the support team can read it as well as watch it. Saying what you expected to happen is usually worth more than anything you can type.

You can mute and unmute during the recording, and you can record without a voice-over if your microphone is not available.

Two limits worth knowing

Three minutes. A recording stops itself at three minutes. That is plenty to show one problem, and if you need longer it is usually two tickets.

A desktop browser. Screen recording needs Chrome, Edge or Firefox on a computer. On anything else the option is simply not offered and the rest of the ticket works as normal.

Where a recording is not offered

Two places do not take one today.

The chat itself. In the Help Hub and in Skip, a recording is offered at the point of raising a ticket, not as a chat message. If you are mid-conversation and want to show us something new, raise a ticket and record it there.

A colleague's ticket. Only the person who raised a ticket can add a recording to it. Somebody who has joined one of your practice's tickets can reply in writing, but is not offered a recorder, because a recording is readable only by the person who raised the ticket.

Walkthroughs we send back

It works in both directions. Where an answer is easier shown than written, we can record a short walkthrough and send it back on the same thread, and it plays where you are already reading. That needs nothing switched on at your end.

What we can see

A recording captures exactly what is on your screen, patient information included. Record only what is needed to show the problem, and close anything else first.

Recordings are stored privately and are never published to a public address. Only you and the Jump support team can open one, and playback goes through a link that expires.