Submitting a ticket under duress! It makes no sense. Do it anyway! We need a secret code for this.

Back when I was in a service desk, one of the first concepts I tried to communicate to fresh L1 reps was basically: --- When prompted correctly, most users are actually really good at identifying symptoms. However, users are terrible at identifying faults. To complicate matters, users lie. The reasons for the lies are varied they may: want their ticket taken seriously, be facing pressure from management, be covering for a faulty memory/lack of technical knowledge, or even just to find a reason to escape their contract. They may exaggerate the severity of the problem, the frequency, the scale, the impact, or the amount of troubleshooting they have completed. They can also just be wrong. Either way, your job is to write down all of the information you learn, then verify it. A user may tell you that their internet has been dropping out five times a day, and that each time it drops out, they need to restart their modem in order to get it working again. If you are able to access the modem, and find it with an uptime of over a year, you have learned several things about both the fault and the user. While you can encourage the user to be as accurate as they can when troubleshooting, don't assume malice. People make mistakes, and users will be more willing to give you the true story if you give them a way to save face. Sometimes you'll get weirder cases, and need to escalate them - but out of every ten escalations I've seen, nine of them end up being fixed by going through the basics and finding the piece of info that was assumed, rather than verified.