We support the public and, let me tell you, that can be challenging when providing a complex application where everything the user sees has to be "just so."
If a customer has a user who says the application is "not working," the first thing we check is what browser they are using. It is pretty easy to locate the user agent string in the logs and through our own application logging but knowing the full details is very helpful for us to quickly determine what the issue may be so I use:
You can paste in the user agent string you have and immediately know all of the details about the browser and OS.
Q. Russ, why don't you just ask them what browser and OS they're using?
A. We don't have direct contact with the actual users, just the Administrators and we don't make the Administrators play the Telephone Game.