I've been in similar situation where I needed to know what the person was doing on their screen.
I've successfully used https://meetings.io/.
I've had them sign-up and then we connected in a room. It worked well, however, taking control of the screen gave a lot of lag on my side as I was working from home and my internet speed isn't great. Watching their screen while they moved around to my instructions was fine. You may not have if all parties are in-house.
Let us know how you get on.
I've done similar using other tools (we aren't on Cloud, so I don't have access to meetings.io). Because it isn't built into our Jive instance, it makes for holding those meetings a lot more tedious, so typically there are loads of emails going back and forth. And the bigger thing I guess I was asking about but wasn't explicit is how do you document for a bunch of variations?
Thanks for the feedback. Something else to consider in terms of changing over to Cloud. Still doesn't solve the documentation aspect, but helping out would be easier!
Sharing screens is one method, but it would be helpful to know what are the basic questions one needs to ask to get the ball rolling in terms of troubleshooting.
For example, if they experience a bug on the site, i ask what browser they are using. For the jive for office, I ask what version of Office they are using.
Are there any other key questions anyone has found?