No, they won't. For example: Tickets are easier to discover, don't suffer from bus-factor=1, act as searchable documentation, can easily be handed over to anoth

No, they won't. For example: Tickets are easier to discover, don't suffer from bus-factor=1, act as searchable documentation, can easily be handed over to another team if misrouted, can be queued and prioritized, all those nice things. But people are too lazy to search the ticket system and documentation, then open a ticket and ask incomplete time-wasting questions in chat instead. It is actually normal for individuals to be lazy, and searching docs is more work (for the asker) than just asking a quick question. This is why rules are necessary, otherwise every asker will just waste someone else's time. It shouldn't just be on the two parties in this interaction to enforce structured communication as a rule, it should also be on the company hierarchy to do so. Because in the end, the whole company will suffer if e.g. the knowledge about fixing problem X died with Bob who always just answered inquiries about problem X in private chat.