Putting users at ease - good bedside manner

I am working on an issue involving 3rd party software support, while trying to get the most information available to solve the problem, the user experiencing the issue is quite frustrated.

I have kept her in the loop as I am working to resolve the problem, but that doesnt seem to do much good. I am not sure what else to do... emails and voicemails to support on the issue are slow after the case was elevated to 2nd level tech support.

For today I am moving this user to another desk, but am not sure what to do to smooth the issue over while getting the problem fixed...