The burbly one was one where I'd displayed greater than normal reading comprehension and levels of caring (or at least that's how it came across in the text).
The terse one was where the user hadn't been displaying any kind of levels of reading comprehension in the scrollback, but I had exerted some willpower and some blunt and strong (technically <strong>) language to explain exactly what needed to be done in an effort to force the user past her preconceived mistaken impressions of what the UI meant.
Amazingly enough, it worked.
The LJ volunteers have a habit of informing each other when someone gets a thank-you on a support request. I'm going to suggest to my supervisor that someone institute a quick (just a few seconds) way of being able to do the same for our fellow reps, because it's the sort of thing that spreads goodwill and cheer.