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Answer Support Tickets with Screenshots

Is your team ready to delight your customers and take your ticket answers to the next level? CloudApp’s screenshot tool makes it simple to capture and annotate screenshots, making responding to support tickets with clear and efficient solutions easier than ever.

Available on:


The CloudApp Screenshot Tool is available for Mac, iOS, and Chrome. Downloading is quick and easy. Access the app from GetCloudApp above, from the Apple Store for Mac and iOS, or from the Chrome Webstore to add the extension to Chrome.

The Essential Screenshot Tool for Customer Success Teams

Does your customer support team have a hard time articulating solutions through email? Do they feel like they’re spending their days writing novels, not answering support tickets? Even simple solutions can become complicated when the only tool at their disposal is writing.

Sending long emails to your customers may be draining the time and energy of your support team. And your customers likely want to save their novel reading for their chosen topics, not an issue with your software. 

Rather than telling your customers the solution to their problem, why not show them? If a picture is worth a thousand words, think of how much time your support team can save by answering support tickets with annotated screenshots. Additionally, your customers will be delighted to receive quicker, more precise answers to their questions.

answer support tickets with screenshots using CloudApp

Screenshots can help your team avoid miscommunications with your customers. Miscommunications can lead to frustrations, which ultimately lead to wasted time and unhappy customers. Visual communication tools can speed up interaction times and make your conversations clearer; resulting in more tickets answered, and happier, more loyal customers. 

All this power can be at you and your team’s fingertips with CloudApp’s simple, yet powerful, screenshot tool. In fact, it’s so simple there’s no learning curve. Take a screenshot by simply dragging the box to capture a portion of your screen, or clicking to capture your entire desktop. 

After your capture is created, it’s automatically uploaded to the cloud, and a sharable link is copied to your clipboard to save you from digging through your files to find it. It’s as simple as a quick keyboard shortcut, snapping your screenshot and sharing. 

For more detailed instructions, simply follow these steps:

How to Take a Screenshot: 

  • Step 1: Download CloudApp for Windows or Mac
  • Step 2: Click on the CloudApp.msi file in the Downloads folder
  • Step 3: CloudApp should immediately open
  • Step 4: Register for a free CloudApp screen recording account when prompted
  • Step 5: To take a screenshot, click on your CloudApp icon. Select the screenshot icon. Prefer hotkeys? Use this combination for Mac: CMD + SHIFT + 5, for Windows: ALT + SHIFT + 5
  • Step 6: Use your mouse to select the area on the screen you wish to take a screenshot of 
  • Step 7: Annotate your screenshot if you wish, and click ‘Copy Link’ once you’re ready to share your screenshot 

Annotate Screenshots In CloudApp for Quicker and Simpler Explanations 

Answering support tickets with a quick annotated screenshot can say a lot more than a long, tedious email. It’s faster for your team to send, but also swifter for your customers to understand. 

Many support teams find the number of correspondences to solve a ticket is dramatically reduced when using screenshots. And with CloudApp, it’s simpler than ever to take it to the next level with annotations.

To start, simply take a screenshot. You can do this by clicking your CloudApp icon and selecting ‘screenshot.’ Or, on a Mac you can select Command + Shift + 5, or on a Windows, ALT + SHIFT + 5. After taking your screenshot, a window will pop up, giving you the option to annotate. If you exit out, you’ll still have the option later by selecting the pencil icon in your CloudApp library.

Annotating a screenshot in CloudApp

CloudApp also allows you to annotate your screenshot or other images later. If a customer attaches a screenshot to their ticket, you can drag and drop it to your CloudApp icon to upload it to your library. From there, you can simply annotate and send back.

All Your Content, Stored Securely

CloudApp helps your team answer support tickets with screenshots by storing all your content for you. This means finding that last screenshot is as easy as opening your CloudApp icon and dragging that last screenshot into your email (or using one of our integrations with your favorite customer support apps). That’s right, no more digging through your files to find that screenshot amongst 15 other screenshots all automatically labeled ‘screenshot.’

Answer support tickets with screenshots using CloudApp

Additionally, you can rest assured that CloudApp safely stores all your information. 

You don’t want just any company storing your screenshots for you. Especially if you’re sharing sensitive data when answering support tickets with your customers. The data center holding your screenshots are monitored 24/7 to ensure all your screenshots and any confidential information you share stays safe. We also ensure security protocols are updated weekly, and regular penetration tests are conducted. We take the security of your screenshots seriously. 

But, you don’t have to take our word for it. You can trust the opinion of the 53% of Fortune 500 companies that trust CloudApp, including Slack, The New York Times, and Netflix. Additionally, CloudApp is trusted by thousands of businesses and over 3 million people. 

Seamless Integrations with Your Team’s Customer Support Tools

Using multiple apps can waste time and confuse team members. So, why not keep everything together in the customer support tool your entire team is already using? CloudApp integrates with all your favorite apps to keep all your content together.

Answering support tickets in Slack made easy with CloudApp

Once you create a piece of content, you can paste the automatically created link in your chat window, embed it in an email, drag and drop it, or see if your customer success software is among the many integrations CloudApp has with software like Slack, Zendesk or Intercom Customer Messaging. Other helpful integrations for customer support include: 

Save Time by Answering Support Tickets with Screenshots Using CloudApp

Did you know power users of CloudApp see upwards of 67 minutes in time saved per week while using its screen recording, screen snipping, and GIF editing/creation tools?

CloudApp’s quick and intuitive user interface means it’s simpler than ever to take a screenshot and even annotate it for further clarity. After you’ve snapped a screenshot, CloudApp automatically copies a link to your clipboard for easy and instant sharing. This means no more searching through your files for the screenshot you just took!

Among the thousands of businesses using CloudApp, they’ve all started saving an incredible amount of time by making the shift to visual communication. The social media sharing software Buffer found they saved upwards of 24 hours a week when their support team started using CloudApp. They found every annotated screenshot saved them an average of 1 minute and 20 seconds each. When your team is helping 200 to 400 customers a day, this time saved ads up quickly. 

Buffer found customers were delighted to receive a visual solution personalized to their question. It avoided miscommunications and helped remove the frustration their customers may have been feeling.  

CloudApp for Customer Support and Success Teams

We’re sure your customers absolutely love a good long heart to heart conversation. However, if they’re like most people, they’re not looking to chat their hearts out with a support team. In fact, they’re looking for instant and effortless support, but they might be hesitant to pick up the phone. While chatbots and automated responses might provide an instantaneous response, it could be frustrating for your customers if they don’t understand the responses, or if the responses aren’t appropriately answering their specific questions. 

Answering support tickets with screenshots through CloudApp means you can save time, close tickets faster, and save your customer time. And a satisfied customer is a loyal customer. 

A screenshot that perfectly explains their exact question and is personalized to them can delight your customers and remove any frustrations they had previously associated with your brand. Many companies find their customers’ satisfaction rates exponentially increase when answering support tickets with screenshots. 

CloudApp Vs. Other Screenshot Tools

There’s a lot of screenshot tools to choose from, so how do you know you’re making the right decision for you and your team? We’ve outlined some of the critical differences between CloudApp and a few other software you’re likely considering. Keep these factors in mind when deciding on the right screenshot tools for you and your team. 


Are you downloading a bloated application that will require you to keep each of your screen recordings on your hard drive? Save the space on your computer and save it automatically in the cloud with video screen recording tools like CloudApp. After you’ve taken your screenshot, CloudApp automatically copies the shareable link to your clipboard, which means no more searching through your files for your latest screenshot.


CloudApp has a robust security program to make sure that all your content stays safe all the time. As we mentioned, the data center holding your screenshots is monitored 24/7 to ensure all your screenshots and any sensitive information you share stays safe. We also check to make sure security protocols are updated weekly, and regular penetration tests are conducted.


Taking a screenshot can be done with a few button clicks or a quick hotkey combination. Then, your screenshot pops up with the ability to annotate it quickly and send it off. Don’t waste your time with complex programs when there’s a simple solution that may integrate seamlessly with the apps you’re already using. 


CloudApp is available on Mac, Windows, Linux, and even as a Chrome addon, meaning anyone on your team can use it, regardless of what device they’re using. 

Helpful Analytics

CloudApp sends weekly emails and provides valuable insights into your company’s usage. These metrics can provide helpful information when you’re growing and organizing your business. 


Is it easy to quickly markup a video or annotate a screenshot? Can you use dual screen and webcam recording? CloudApp can do all this and more to ensure your creativity has a place to flow when answering support tickets with video. 


Software should save you money in the long run, not cost you more. CloudApp has an extremely capable and totally free version for individuals to use. And it’ll always stay free. However, CloudApp offers more advanced packages for individuals or enterprise teams that won’t break the bank if you need more capability.

Ready to Start Saving Time and Increasing Your Customers’ Satisfaction? Try CloudApp Today.

CloudApp is so simple there is no learning curve. The intuitive interface means you and your team can simply download and start sharing stunning visual content with your customers.

After all, a great screenshot tool should be robust, intuitive, and straightforward. You can download it today completely free, or explore our paid options for teams. It’s available for Mac, Windows, Chrome, Linux, and iPhone. Your customer support team and your customers will be delighted at clearer and quicker communication. Start reducing ticket backlog and sending more personalized responses to customers and see the difference.

Have more questions? Get in touch or head over to our FAQ.

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