Hi, my name is Jon, and I am a Geodata Support analyst with ESRI's Eastern Support Services. Here on the East Coast, we often work with the international community. A lot of times, the only method of contact that is available is email; however, there are a myriad of tools at your disposal to enable the most efficient use of time.

Since we cannot often conduct live screen sharing sessions due to time differences, utilizing a video capturing product or service that enables the easy capture of screen shots and videos can be very helpful throughout the resolution process. If a picture is worth a thousand words, then a video is worth a million. A simple video displaying the reproduction of an issue can often shave days off the troubleshooting process, and it helps Support analysts better identify with our international community.

There are numerous free video capturing products and services available, such as Jing, Screenr, etc. ESRI is not endorsing any of these products, but some users and Support analysts have found them useful when capturing the problem or analyzing the incident from the Support Services point of view.

The next time you get ready to log international incidents with ESRI Support Services consider creating a short video displaying the problem. Thanks!

- Jon D., Geodata Support analyst, ESRI Support Services