We've added ScreenConnect to our lineup of tools that are available for support when needed. This option lets us screen share and/or take control of remote desktops to quickly solve issues if tickets and/or email options don't help.
I've used it a few times in the past week to fix a few issues and it's a nice option if and when needed.
https://charlottezweb.screenconnect.com/
Cheers,
Jason