I've got a similar issue with people emailing IT to ask if they should raise a ticket - just raise the ticket and if it's the wrong place to ask a question then

I've got a similar issue with people emailing IT to ask if they should raise a ticket - just raise the ticket and if it's the wrong place to ask a question then you'll get a response telling you that. Instead we get email question->response: raise a ticket->ticket raised->actual response to question It's especially annoying as our ticket system can just be emailed, so the original email question could just include the ticket system as well which would enable us to answer it and not waste attention and time for both us and them.