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Worked example
Turn a solved ticket into a reusable answer
Record the fix while you reproduce it, paste it into the reply, and keep it so the next ticket takes a minute.
- Plan
- Free
- Reading time
- 1 min read
- Checked against Thoth for Windows on
- October 23, 2026
The situation
It’s the third ticket this week asking how to add the shared mailbox in Outlook. Every time you write the same five lines and attach three screenshots.
What you end up with: A guide you paste into the reply in two clicks, that also becomes the page you link to next time.
- For
- Support desks
- Takes about
- 10 minutes, once
- 1
Reproduce it on your own machine
Use your own test account, never the customer’s, then Capture steps and do the fix once. Every click and typed value becomes a step.
- 2
Trim and rename
Delete a step you didn’t need with Del, and fix any title that reads “Click here”. Say in one sentence at the top what the guide achieves.
- 3
Hide anything personal
Check each screenshot for names and email addresses. Blur them, or with Pro let automatic blurring do the first pass.
- 4
Paste into the reply
Press Ctrl+Shift+C (Copy with screenshots) and paste into your reply. Outlook and Word keep the numbered steps, notes and pictures. For a ticket system that takes plain text, use Copy as text or Copy as Markdown.
- 5
Keep it
Put the guide in an “Answers” folder and tag it, for example
outlook. Next time, search for it in the library, and copy again.
Do
- Write the answer for someone who has never seen the screen.
- Keep the guide when the ticket closes. It’s now your source for this answer.
- Update the guide, not each reply, when the steps change.
Don’t
- Paste screenshots with another customer’s details.
- Make a guide for something that happens once.
- Leave a step you needed only to find the answer.