# System Info

When a customer submits a screen recording through Screendesk, the platform automatically captures comprehensive technical details about their system and environment. This data helps support agents quickly understand the customer's technical context without needing to ask follow-up questions.

### Where to Find System Information

System information is displayed in the recording details page, typically in a "System Info" or "Technical Details" section. This information is automatically collected when the recording is created and cannot be modified by the customer.

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### Information Captured

**Browser Details**

**Browser Name & Version** The specific browser being used (e.g., "Chrome 120.0.6099.109"). This helps identify browser-specific issues and compatibility problems.

**Browser Engine** The underlying rendering engine (e.g., "Blink", "Gecko", "WebKit"). Useful for diagnosing rendering issues that may be engine-specific.

**Operating System**

**Operating System & Version** The customer's operating system and version number (e.g., "macOS 14.1.2", "Windows 10"). Critical for troubleshooting OS-specific behaviors and compatibility.

**Vendor** The OS manufacturer (e.g., "Apple", "Microsoft"). Provides additional context about the customer's platform.

**Device Information**

**Device Type** Whether the customer is using a desktop, mobile, or tablet device. This helps agents understand the user experience context.

**Screen Resolution** The customer's screen dimensions (e.g., "1920x1080"). Essential for understanding layout and responsive design issues.

**Window Size** The browser window dimensions at the time of recording (e.g., "1200x937"). Helps agents reproduce issues at the exact viewport size the customer was using.

**Network & Location**

**IP Address** The customer's IP address at the time of recording. Useful for security investigations and regional issue diagnosis.

**Internet Service Provider (ISP)** The customer's ISP name. Helps identify network-specific issues or regional connectivity problems.

**VPN Detection** Indicates whether the customer appears to be using a VPN connection. Important for troubleshooting access and connectivity issues.

**Network Speed (Downlink)** The customer's reported download speed. Helps diagnose performance issues related to slow connections.

**Timezone** The customer's timezone (e.g., "America/New\_York"). Useful for coordinating follow-ups and understanding when issues occurred.

**Locale** The customer's language and region settings (e.g., "en-US"). Helps identify localization and internationalization issues.

### Why This Information Matters

**Faster Issue Resolution**

By having immediate access to the customer's technical environment, support agents can:

* Quickly identify browser or OS-specific bugs
* Reproduce issues in matching environments
* Rule out environmental factors
* Provide accurate, context-aware solutions

**Better Context for Engineering Teams**

When escalating issues to engineering, this data provides:

* Complete technical specifications for bug reports
* Environment-specific reproduction steps
* Data for identifying patterns across similar configurations

**Reduced Back-and-Forth**

Support agents don't need to ask customers about their setup, which:

* Speeds up resolution time
* Reduces customer frustration
* Lowers the number of follow-up messages needed

### Privacy Considerations

All system information is collected in compliance with privacy regulations:

* Data is only visible to workspace members with appropriate permissions
* IP addresses and location data are stored securely
* Customers should be informed about data collection through your privacy policy
* System information can be redacted or removed based on your retention policies

### Common Use Cases

{% tabs %}
{% tab title="Browser Compatibility Issues" %}
A customer reports that a feature isn't working. By checking the system info, you discover they're using an older browser version that doesn't support the required feature. You can immediately provide guidance on updating their browser.
{% endtab %}

{% tab title="Performance Problems" %}
A customer complains about slow loading times. The system info shows they have a slow network connection (2 Mbps downlink). This helps you provide appropriate expectations and suggest optimizations for low-bandwidth scenarios.
{% endtab %}

{% tab title="Responsive Design Issues" %}
A customer shows layout problems in their recording. The system info reveals they're using a specific window size (1366x768) that wasn't tested. This helps your team identify and fix responsive design gaps.
{% endtab %}
{% endtabs %}