Tips for end-user support

[Daniel Eads]

What tips do you have for agents who are supporting people? Think IT teams, help desk, etc.

Here's mine to start with:

Always use an incognito session when impersonating a user. There might be times when you "log in as" another user to verify the problem they've reported or that a fix is working correctly. Don't do this in your main browser window. Always do it in a fresh incognito session, and close the window when you've finished the work. This helps ensure you don't keep doing other things in the system while logged in as that user.

[Dirk Ronsmans]

If we're talking in general to support someone I always go by 

"never assume anything"

Just because something is obvious to you or they say that they did x,y,z always verify or ask anyway. It's a small step to verify something or just to confirm but could save you a lot of time to start at the beginning.