At my company we also do the same every request to engineering (alarms, security, bug, customer support escalation) gets a ticket.

In some big companied many core corporate teams which hate that level of transparency and build their own opaque systems. I've seen this for departments like IT, HR, legal, etc.

I'd rather have tickets for everything and full transparency except for confidential info.

Perhaps killing the need for tickets will be the real value unlock of llms. (Kidding! Kind of)