Support macro
A ninety-second answer-once walkthrough, scoped to drop straight into a ticket. Built for the question you have now answered eleven times.
Record it in this order
Start on the screen the customer is stuck on
Not your admin view, not a fresh tab. The first screenshot should be the thing they are currently staring at, or they will not believe the guide is about their problem.
Do only the fix
Resist the urge to explain the surrounding feature. A macro that answers one question gets reused; one that becomes a tour does not.
End on the confirmation
The success state, the green tick, the changed value. That is what tells them it worked without writing back to ask.
Why record it instead of typing it
- You write it once and reuse the link on every ticket that asks, instead of retyping a numbered list.
- A public link needs no account, so the customer can open it from the email.
- You get a written guide alongside the video, so it also drops into your help center as an article.
What to annotate afterwards
- Blur your own account data. You recorded this in a real tenant.
- Add an arrow on the one control people miss. In a support macro that is usually the entire answer.
- Title it as the question, not the solution: "Why can I not export a report" beats "Export permissions".
Where to put it
Publish it, paste the link in the ticket, and embed the same guide in your help center. Both point at one artifact, so fixing it later fixes it everywhere. If the flow changes, unpublish and re-record rather than leaving a wrong answer live.
Related: customer support.