Solutions Customer support documentation

Answer it properly once. Send that answer to everyone after.

Record yourself resolving the ticket and Stepwright turns it into a screenshotted walkthrough you can send to the customer or publish in the help centre. No cropping screenshots by hand, no retyping the steps.

Record your next answer See how it works

Free plan, no credit card. Browser extension on Mac and Windows.

In short

Stepwright turns a support resolution into reusable documentation by recording it. An agent solves the problem once while Stepwright captures the screen and their spoken explanation, then builds a numbered guide with a screenshot per step. Customer data can be redacted before sharing, and guides export to PDF, HTML or Markdown for a help centre you already run.

The same handful of questions arrives every week, and the steps get typed out longhand in a ticket each time.

Screenshots are pasted in one at a time, cropped and arrowed by hand, for a walkthrough needed again tomorrow.

The help centre article is out of date because updating it means re-taking every single screenshot.

Answers that live only in closed tickets are invisible, so newer agents escalate what was solved months ago.

One resolution, turned outward.

You were going to fix it anyway. Record that fix, say the caveats out loud, take the customer's details out of the screenshots, and send the walkthrough — or publish it where the next person will look first.

01 / 04

Solve the ticket with the recorder running

The next time the question comes in, record yourself resolving it on the real product. Screen and voice together, in the same minutes the fix would have taken anyway — so a reusable answer costs nothing extra to produce.

02 / 04

Answer the follow-up before it is asked

Which plan this applies to, what to check first, when to escalate instead. Say the caveats while you work and they become step context, so the guide covers the question the customer was about to send back.

Support · Refunds

Refund request

Ticket #48219 · Pro plan

£129.00

Plan Pro · annual
Charged 14 days ago
Reason given Duplicate charge
Tier 2 approval Required
A spoken note captured with the recording: “Anything on an annual plan goes to Tier 2.”

03 / 04

Take one customer out before it goes to the next

This is the guide you fixed a real account with, so real details are on screen. Guides are private by default, and on paid tiers you redact account numbers, email addresses and names before the walkthrough goes anywhere near an external reader.

Stepwright: take one customer out before it goes to the next

Redacted before sharing

24 fields

  • Customer names
  • Email addresses
  • Order references

04 / 04

Send the link, or publish the article

Share a view-only link on the ticket, or export to PDF, HTML or Markdown for the help centre. Teams starts with fifty authenticated viewers alongside five editors, so a wide readership does not mean buying everyone a licence.

Share guide
How to add a new account
5 steps · Updated just now
stepwright.com/g/add-new-account
Copied
Shared with
SC
Sarah Chen Author
JM
Jake Miller Can view
AL
Amy Liu Can view
  • Or publish
  • PDF
  • HTML
  • Markdown

What a support team gets out of it.

Answer once, reuse it after

The walkthrough you would have typed into one ticket becomes a guide you send to the next twenty people who ask the same thing.

No manual screenshotting

Every step gets its own screenshot with the click target highlighted, instead of an agent cropping and arrowing images by hand.

Fewer escalations

Recorded resolutions turn one agent's knowledge into something the whole team can follow, so newer staff stop escalating solved problems.

Customer data stays out of it

Private by default, encrypted in transit and at rest, with redaction on paid tiers so account details never travel with a guide you send outward.

Content that survives a redesign

Re-record only the screens a UI change touched, and keeping support content current stops being a quarterly project.

Readers do not need seats

Teams starts with fifty authenticated viewers alongside five editors, so guides reach a wide audience without an authoring licence each.

Questions from support teams.

Related

Yes. Guides are private by default and you choose who can see each one, so sharing is a deliberate act. Before anything goes out externally, use redaction on a paid tier to remove account numbers, names and other customer data from the screenshots.

It does not have to. Export any guide to PDF, HTML or Markdown and publish it inside the help centre you already run. Stepwright produces and maintains the walkthrough; where it lives is your call.

For workflows in the browser, yes — the browser extension runs on Mac. The full desktop recorder, which also captures native applications and remote sessions, is Windows only today.

Teams starts with five editors and fifty authenticated viewers, and both can be topped up. Editors record and publish; viewers read and follow without a paid authoring seat, which is usually the right split for a support team with a wide audience.

Record the answer you keep retyping.

Start with the question that came in three times this week. The free plan needs no card.

Record your next answer See pricing