Once had a user manually change their ticket to Priority 1, which we used to indicate dozens of people/everyone down, because their M key only worked half the time they pressed it.
Keyboard is a primary input method, required to do most computer work, so if it's broken, yeah, that's urgent. Did you set up an easy method for employees to get replacement equipment on their own quickly while they wait for you? Then yeah, what do you expect them to do? Sit there with their thumb up their ass while none of their work gets done?
Sometimes I think I'm the only person in tech support that doesn't actively hate the the people I'm supposed to be supporting and actually tries to think about it from their perspective.