Sometimes having VNC (or some other flavour of desktop sharing software can help by letting you see what the user sees. Then again perhaps the Notes Client could have this feature where you can allow someone else to see what you see.

@Slawek
Sure VNC would help... but not all users are a friend from "a tool from the IT, where they can look on your PC what you are doing" ;-).

@3 Bastian - of course there is an element if not the foundation of trust needed. From memory such tools would give a user some kind of indication that their screen is being shared and with who and only with their prior explicit permission by authorizing the sharing. I think that if that was implemented in the Notes Client there could be more assurance from the technology that it can be trusted.

Nice idea, but it could go beyond this: I can think of many things a support person should be able to do on a database which goes out of the normal handling of databases. Examples are: unread marks, private profiles, replication logging ect. Many of these things should be possible via a special ID, like the Cert-ID, but with the settings of a specified ID. So you login via the Cert-ID and indicate that you are now accessing the database as xxx-ID.