System Info
Metadata captured with recordings and how long it is retained
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.
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
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.
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.
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.
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