How to Record and Share a Support Issue with Zoho Quartz

How to Record and Share a Support Issue with Zoho Quartz

Our support team uses Zoho Quartz to help troubleshoot issues. The tool allows you to securely record your screen while reproducing a problem so we can better understand what you are experiencing. Along with the recording, Quartz can collect technical information that may help identify the cause of the issue. Using Quartz is optional and is not required to receive support.

Before You Begin

When using Zoho Quartz, certain diagnostic information may be collected, including browser console logs, browser and operating system details, screen resolution, client-side performance information, your screen recording, optional audio, and your IP address. This information is used to help troubleshoot browser, performance, environment, and region specific issues.

Before recording, close unrelated tabs, windows, or applications and hide any personal, student, confidential, or other sensitive information that is not necessary to troubleshoot your issue. After recording, Quartz also provides masking tools that allow you to blur or completely block sensitive information before submitting your recording.

Your recording will only be accessible to members of our team who need it to help resolve your issue. Recordings are automatically deleted after 30 days and may be deleted sooner upon request.

Recording Your Issue

  1. Open the Zoho Quartz link provided by our support team.
  2. Select View details to review the privacy information. After reviewing the information, follow the prompts to proceed and select Start Recording.
  3. Your browser will ask what you would like to share. Whenever possible, select only the browser tab or window needed to demonstrate the issue rather than sharing your entire screen.
  4. Reproduce the issue you contacted us about. Quartz recordings can be up to five minutes long, so try to focus on the actions immediately leading up to the problem.
Alert
Important: Do not close or reload the Quartz recording tab while recording. Doing so may cause the recording to be lost. Switching browser profiles may also prevent some diagnostic logs from being captured.
Once you have reproduced the issue, return to the Quartz recording tab and select End Recording.

Review and Protect Your Information

After recording, you will see a preview of your video. Please review the entire recording before submitting it to ensure that it does not contain personal, confidential, or sensitive information that is not necessary for troubleshooting.

Select Edit Video to make changes. Quartz allows you to:
  1. Blur or block sensitive information using the masking tool
  2. Trim portions of the recording
  3. Highlight important areas
  4. Add text or arrows
  5. Add a voice-over explanation
Pay particular attention to information such as names, email addresses, passwords, account details, student or customer information (including grades or other educational records), payment information, or other confidential data that may have appeared on your screen. For a demonstration of how to use the masking tools, please refer to the video below: 



When finished editing, select Save & Close. You can then submit your recording to our team.
Alert
If you discover information in the recording that you cannot adequately remove or mask, do not submit the recording. You can create a new recording or contact our support team for assistance using another method.