Hiding behind the ticketing system = waiting until the user puts in a ticket before Help Desk will look into the issue.
I would rather have my staff solve minor problems when they hear it as they walk by than tell the user to put in a ticket. Help Desk can put in a ticket when they fix the problem.
I have had Help Desk staff who tried to hide behind the system. They learn very quickly that hiding is unacceptable in my department.
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