Problem

When raising a support request, admins previously had no built-in way to capture a screen recording of an issue and relied on external screen-recording tools, with no consistent way to deliver the recording to Infigo Customer Support. This made it harder to show clear evidence of a problem.

Environment

• Infigo Admin area

• Access over HTTPS is required. Screen capture will not work over an insecure (HTTP) connection.

Configuration

Step 1: Open the Support Recordings page (System > Support Recordings)

In the Admin area, open the System menu and choose Support Recordings. The list shows every recording made on your storefront, with its Recording ID, Created time (shown in your own timezone), Duration, Size, and who recorded it, together with a Download, Copy Link, and Delete action on each row. The 'Record screen to share with Infigo' button in the top-right of the toolbar is where you start a new recording. If you do not see this page, your account is missing the Manage Troubleshooting Recorder permission or the feature is switched off for the storefront. If this is the case, request access from Infigo Customer Support.

Step 2: Click Record, then choose what to share (and why 'Entire Screen' matters)

Click 'Record screen to share with Infigo'. Your browser first asks what you want to share and offers three choices: your Entire Screen, a single Window, or a browser Tab. Choose Entire Screen when the problem involves anything outside the current browser tab (for example an Invent design session, a pop-out or second window, another application, or moving between windows) because Entire Screen captures everything you see on the whole display. Choose a single Window or Tab instead when you want to keep the recording tightly scoped to just that one area. This 'choose what to share' prompt is drawn by your browser (Chrome, Edge, etc.), so its exact look depends on the browser you use.

Step 3: Record your screen and voice — the recording window

Once you pick what to share, recording begins immediately in its own small window titled 'Screen recording for Infigo Support'. A red RECORDING indicator and a live timer show it is running, and a single 'Stop recording' button ends it. This window owns the recording, so it keeps going even if you navigate around the main Admin page while you demonstrate the issue. It captures both your screen and your microphone at the same time (picture and voice together) so you can narrate what is happening as you show it. (If your browser asks permission to use the microphone, allow it, otherwise the recording will have no voice.) When you have shown and described the problem, click Stop recording.

Step 4: Recording saved — copy the link and send it to Infigo Support

When you click Stop, the clip is finalised and uploaded securely to Infigo's platform, and the window confirms 'Recording saved - share the link with Infigo'. Click Copy link to copy the recording's secure link to your clipboard, then paste it into your Infigo Support ticket. Please always include the recording link in your ticket, so our Support team can open it and see exactly what you experienced. (Open recording lets you preview the clip yourself first.) Because the recording lives on Infigo's platform rather than on your own computer, there is no file to attach or upload yourself. The link is all Support needs.

Step 5: Find, re-share, or download a recording later

Every recording also stays on the Support Recordings page, so you can come back to it at any time. The list refreshes on its own when a new recording finishes, showing it at the top with its Recording ID, Created time (in your timezone), Duration, and Size. On each row, Copy Link copies the secure link again to paste into your ticket, and Download saves the recording file (a .webm video) to your computer if you want a local copy. Delete removes a recording once it is no longer needed. Recording links are time-limited, so add the link to your ticket soon after recording rather than saving it for much later.