My old job had 5 day-a-year first line support. It was fun, sometimes. There was this one time the customer was explaining an issue over email and I asked for a screen shot. I kid you not, they printed their screen, scanned it, and then emailed that to me.

We weren’t allowed to touch the “I can’t access my account” tickets because that usually involves some kind of identification process where getting it wrong could result in huge legal liabilities. But all the other stuff… bugs, people just confused on some process, or whatever. Those were fun.