CUSTOMER SCREEN RECORDING CHECKLIST

BEFORE THE CUSTOMER RECORDS
[ ] Name one failing task and the screen where the recording should begin.
[ ] State the expected result and the result that actually occurs.
[ ] Close email, chat, password managers, customer records, and unrelated tabs.
[ ] Pause notifications and use sample or synthetic data when possible.
[ ] Choose only the relevant tab, window, or display.
[ ] Do not show passwords, authentication codes, payment details, health information, or unrelated personal data.
[ ] Perform the failing action once and stop after the first useful result.
[ ] Narrate the expected and actual result only if audio is helpful and safe.
[ ] Preview the complete capture before submitting it.
[ ] Re-record or use text/a screenshot if the video is unsafe or incomplete.

BEFORE AN AGENT FORWARDS THE EVIDENCE
[ ] Confirm the recording belongs to the intended ticket and answers the requested question.
[ ] Record the environment, app/browser version, user role, and attempt time with time zone.
[ ] Write the shortest reproduction steps and the expected/actual result in the ticket.
[ ] Mark confirmed facts separately from hypotheses.
[ ] Check who can open the link and whether access is appropriate for each reviewer.
[ ] Add the relevant timestamp or segment instead of asking the next person to search the whole video.
[ ] Name the current owner, receiving owner, requested action, and next customer update.
[ ] Apply the approved retention and deletion rule.
[ ] If the recording is incomplete, ask for the missing fact or use an alternative instead of guessing.