Honestly, I think it would be better if we had actual trained councilors / therapists to take some tickets, maybe as a different department that was trained on taking or working with the same ticketing system but also handling confidentiality correctly. The people who contact IT just to talk or to bitch about the current state of the world as seen through a technology lens, or those who are overstressed about tech… I’m not really a people person, I’m a tech person, hence why I didn’t go into social services or the like.