As an aside:
I like to thank users for their patience whenever I encounter a ticket that takes particularly long to solve, regardless of what the reason for delay was (back and forth between teams, high load of tickets, waiting on a vendor, etc). It shows that you take their problems seriously and that you appreciate having the opportunity to resolve their issue without being pestered.
This applies even to those who actually pester you too. Be the example, show them care. It can be paid fwd
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