Not the above poster but: it is _so_ much faster to figure out what somebody is doing wrong like this.
My first preference is a screenshare or video conference, so I can see what they see. Second is a phone call. Third is live chat like IRC or Slack and emails are a distant last place.
My first preference is a screenshare or video conference, so I can see what they see. Second is a phone call. Third is live chat like IRC or Slack and emails are a distant last place.