I have a very demanding boss. Fortunately, he is very supportive as well.
I understood the article. Rather than commiserate, I like to offer solutions.
Any good help desk system should accept emails and voicemail attachments as well as direct entry.
Any good Help Desk Department should have a help desk hotline with all the technicians set up in a hunt group.
Any good Help Desk Technician will accept help desk requests by email, IM, or a conversation in the hall. If they can fix it and are not busy, they fix it on the spot and log it in the ticketing system. If they are busy or they are not capable of fixing it, they log it in and it gets assigned to someone else.
All the technicians have Blackberries so logging in a ticket while on the go is easy.