Introduction
It is a best practice to share, in support tickets,
- exact error text as text
- the URL(s) of any problematic page(s) as text, and
- a screenshot of the same page(s), showing the browser's "URL bar"
The reason is that these elements help Support help you efficiently, and this reduces the time-to-resolution of your tickets.
What Support wants to do
Support wants to be able to use textual copy&paste of the exact error message text you have provided to search the web and search previous Support tickets at Acquia. They also want collaborate with other Acquians efficiently by asking (in textual chat) whether others on the Support team (or other teams within Acquia) have seen the same exact error text before. They want to do the same with the Drupal path part of the URL.
If the exact error text and URL are supplied as text, they will search for it, or share it, with perfect fidelity. There will be no confusion or ambiguity added by typos. Additionally, they want the full URL because they can just click on it to open their default browser and visit the location. This allows them to work faster and start working on the exact issue that you are facing, without having to ask for more information.
Support also wants to be able to share any screenshots with collaborators and have them see the URL. They do not need to share the URL as text, unless the collaborator needs to visit it. But if they want to, they can, because the full URL is in the Support ticket. The collaborator will still understand what the request was that caused the Drupal application to generate the page shown, because they can at least see an image of the URL, and that may be enough. Also, in complicated tickets with many screenshots, there will never be a problem keeping the right textual URLs with the corresponding screenshots.
What Support does not want to have to do
Support does not want to have just a screenshot of the error message, or the full URL, because then they will have to type it out. They will likely make typos and introduce unnecessary ambiguity into the support process. Or, they will have to take the time to ask for the relevant information as text, and come back to the issue later, when you have answered the request for the information. Clearly, that delay of two days (say) can be avoid by providing the error text, and URLs in the the most useful form possible, as text, immediately.
Summary
Please help Support help you, by providing the information necessary in the most useful way you are able. This sort of thinking reduces the number of times that Support will have to ask you for things that could have been provided the first time you mentioned a certain event. This leads to tickets being resolved more quickly, which is what we all want.