People want their problems acknowledged more than they want them solved, at least at first. That’s one of the points from Thomas Limoncelli’s book Time Management for System Administrators.
Suppose two system administrators get an email about similar problems. The first starts working on the problem right away and replies to the email a couple hours later saying the problem is fixed. The second replies immediately to say he understands the problem and will resolve it first thing tomorrow. The second system administrator will be more popular.
Of course people want their problems solved, and sooner is better than later. But first they want to know someone is listening. Sometimes that’s all they want.