Sometimes new people don't understand what the help desk ticketing is used for.
For example, once we received a help desk ticket that said, "The soap dispenser in the men's room on the 2nd floor is often out of soap. It needs to be refilled more often. Can you do something about it?" After we had a bit of a chuckle in the department, we replied through the ticketing system that our help desk ticketing system is used for computer, peripherals and telephone related issues. We gave him the name of the manager of janitorial services and cc'ed the message to him so that he was made aware. When we heard back from the manager of janitorial services, we closed the ticket.
There's no harm in being polite.
That's what being helpful is all about.
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