Protect Customer Information When Sharing Files and Screenshots
Prepare clear screenshots without private information, review attachments and recipients, and handle shared files carefully.
1. Keep only what the reader needs
Before sharing a screenshot, GIF, fax, recording or document, decide what the recipient needs to see. A small capture of the relevant menu, field or error is often enough.
- Crop unrelated names, complete phone numbers, email addresses, conversations, account balances, locations and other customer records.
- Keep the relevant button labels and error wording readable. Include a timestamp or case reference only when needed.
- Exclude passwords, temporary codes, QR codes, setup keys, API credentials and password-reset links completely.
For example, this crop shows where to enter a new password without exposing profile details or a password. Use empty forms when demonstrating a workflow.
2. Check the finished file
- Crop unnecessary areas or use an opaque, permanent redaction for private values. A light blur or a removable shape may leave information recoverable.
- Export the version you intend to share, reopen it and inspect the result. For a GIF or video, review every frame where data could appear.
- Check the filename and attachments, then share the reviewed copy. Make sure you did not attach the unedited original as well.
3. Confirm the destination before sending
- Conversations: verify the customer, thread and attachment before sending. See Send and Find Images and Files in Conversations.
- Fax: check every recipient number and the complete document, including the cover page. See Send a New Fax.
- Team access: use individual accounts and the permissions needed for each role. See Invite a New User and Assign Permissions.
Shared computers and accidental disclosure
Sign out when finished on a shared computer. Check where downloaded files were saved and handle those copies according to your company’s rules; signing out does not remove downloaded documents.
If the wrong file or a secret was shared, contact your administrator promptly. Describe what was exposed and to whom without sending the secret again. Restrict shared-file access where available and arrange replacement of exposed credentials. Do not assume an already sent message or fax can be recalled.
Need help?
Contact your account administrator or Zonitel: info@zonitel.com · (833) 966-4835.