Originally Posted by Decption-Clay
we use a program in our imaging suite.
Just Remote in with them, do our thing while we're on the phone with 'em and it's hunky dory.
DS Remote Control I think it's called.
Usually, working on the PC while they're on the phone is viewed as a waste of their time and a distraction to us. Personally, I hate it. Also, RDP prevents them from seeing what we're doing.
Originally Posted by cameron122000
I enjoy being right there in front of them so they can watch as I plug in the ethernet cable and I can see their dumbfounded face.
Onsite and in person is the best way to go. Just do the Nick Burns-esque "MOVE" command and everything is great. Half the time I can magically fix the problem just by standing there while they try to recreate it.