After you enable Remote Support in Setup, you will be able to start a remote support session with any user after they open a ticket.

The process would be: 
- User (Requester) opens an incident; 
- Helpdesk tech opens that incident; 
- Helpdesk tech uses the Remote Support section on the right-hand side to schedule a support session; 
- Requester will be notified via email of support session; 
- User and Helpdesk tech can join the support session at the scheduled time.