A little IT Tech professional development here:
We all know the User broke the computer/software.
The User knows it, even. S/he just doesn't want to get blamed like they'd have to pay for it or some shit.
In the future, do NOT ask "what did you do to the computer?"
Instead, ask

"What was happening when the error state occurred?" or "What were you doing when the computer started misbehaving?"
Your goal is to get information to solve the problem or to pass to me so I can solve the problem.
We need the User on our side, especially in this environment.

I DON'T NEED TO SPEND 30 MINUTES PER CALL LISTENING TO THE USER UPSET AND PISSED OFF BECAUSE YOU HAVE THE SOCIAL SKILLS OF CAN OF PAINT YOU FUCKING EMOTIONAL CRIPPLE.
JESUS H. CHRIST GET IT TOGETHER. I'VE GOT 6.5 MORE HOURS OF THIS SHIFT TO GO.
Thanks, and have a great day!