It goes a bit deeper than that - a ticketing system by itself is just a tool, and isn't a process or a solution. If Sysadmin just threw up a ticketing system a

It goes a bit deeper than that - a ticketing system by itself is just a tool, and isn't a process or a solution. If Sysadmin just threw up a ticketing system and said "put your stuff in there and we'll get to it" - then they can't expect things to get much better than email. It's a start, but only a small one. They need to put the proper process, SLA's (even if they are approximate) and review procedures around the system to make sure it's meeting the needs of the rest of they organisation.