Help Desk Workers: don’t just fix it. Help the customer/user understand:
what happened,
how to prevent it from happening again, and
how they might independently fix the problem if it does happen again.
(Unrelated side note: this tech support issue was resolved over Facebook Messenger. I have clients who contact me via telephone, email, SMS, FB Messenger, LinkedIn Direct Messages, Signal, and WhatsApp. If you do this for money, let your customers contact you any way they want to).