Given that our customers were global and wanted help quickly, screen sharing was usually the way to go. In addition the server logged any error to a local file

Given that our customers were global and wanted help quickly, screen sharing was usually the way to go. In addition the server logged any error to a local file the customer sent over when reporting an incident. One thing I feel is really important is to have an actual person with an email address receive these and reply to them - rather than a ticketing system. This personal connection does wonders in maintaining a good relationship with the customer, especially if things go wrong.