I'm so glad I rarely do general support these days. For example
Someone has a mail problem, I'm talking them through checking their settings, I can do it on autopilot.

"go to tools, accounts, options, etc..... What does it say here, there and so forth"
Then it happens
"what do you have in the username field?"
"I don't have a username field"
"eh? there should be a white box for you to enter your username there, just above password"
"no, there's not"
"are you in the server settings window?"
"yes"
"and there's no username?"
"no"
"is there a white box anywhere there?"
"no"
"do you see where it says password?"
"yes"
"what does it say above that?"
"server settings"
"and immediately below that?"
"options"
"and right below that?"
"there's a white box"
"and what does is say just to the left of the white box?"
"username"


I've also recently discovered www.teamviewer.com, www.showmypc.com and www.logmein.com which I heartily reccomend to all suffering IT profeshunals (although they don't help if you're trying to help someone get their intertubes connected)
( VampireMonkeyOnSpeed a super sexy sexual sex terrorist sex, Fri 25 Sep 2009, 23:28, 1 reply)

yes!
Teamviewer has saved me literally HOURS.

Even runs under WINE on a Linux box
(SarcasticBarSteward wants to be good at Photoshop when he grows up, Sun 27 Sep 2009, 7:11, closed)