"Anyone have other ideas about how to handle the email support when it's like this?" Basically all you need is a user ID + time or a session ID so that you can

"Anyone have other ideas about how to handle the email support when it's like this?" Basically all you need is a user ID + time or a session ID so that you can trivially (in one line) cat your log and grep the corresponding ID (you have to log the browser details once per session of course, which is trivial to do). Note that I've been working on a project where the helpdesk would mandate user to take screenshots or their complaints wouldn't be going through, so I know what you're talking about ; ) Want an easy solution? Put the session ID somewhere in your screenshot that shall resist lossy compression (my users where forced to send PNG screenshots but YMMV: you may be getting JPG ones) but that is not readable by your users. Something like a #CCCCCC text on a #FFFFFF background next to the logo at the top of the page. Now I'm not advocating everybody to do that: all I'm saying is that if, in your case, you're getting enough screenshots without being able to tie them to a session ID, then it's an easy solution that may save your day.