it's quite simple to make a screen shot.

1- As soon as you have what you want on the screen, press the  "Print Screen" button.

2- Go into the "Start button" where all your programs are and click on "Accessories". You can open "Paint" or any software for images editing.
3- Click anywhere in the pas of the edition software and use the paste command

4- You will now see the image you copied

5-  Click on "File" then save your file on your desktop or anywhere else... Please use a .jpg format as it is more compact

To send the file via email or ticket, simply attach it to your email

or click on the "attache files" button when in the support site.

Or to capture full video of the trouble

You can install and use a free utility called "Jing free" 
Http: // / jing.html