In my experience, helpdesk people, however willing they are, just follow a script almost like automatons. Often they do not have hands-on experience with the tool, especially with more the "exotic" stuff that is not used every day everywhere. This is not only true for acoustic :-)

It is very annoying for a client subjected to a deadline and experiencing a problem, to get the impression that a help desk collaborator is not really getting the gist or seeing the importance of a problem at the moment she or he is talking to the customer.

This could be helped if helpdesk people were proficient in the use of the tool they're supposed to support. So please have them work in the tool regularly and in the most varying circumstances.