Tech support requests from this user since Linux Mint (I think it's been 2 years now):
"Touchpad doesn't work" - hardware issue, solved with firmware update.
"It won't update" - Issue caused by a issue during a network overhaul, unrelated to Linux Mint.
"I can't install [App]" - ah, an actual Linux issue. User attempted to download and install a specific IM program, wrong version. Solved by showing user the "app store" (term I used to make it understandable for her).