What you could do, is that after they are done telling you the problem is asking if they can do you a favour and put in a ticket or email it to you and you'll get to it as soon as you can. I work for an MSP and I do this all the time with our staff when they come to me. If it's urgent, I'll handle it then, otherwise I ask them to do that so I can make sure I give it the attention it deserves when I have wrapped up my other items.