> The team I'm on prides itself in providing great service to our clients (other devs in the company). This includes responding to support requests even if the client isn't entirely sure how to ask or who to ask.

So in that case, you would create the ticket on their behalf before getting to work, right? Because how would you track what you have been working on, if something has happened already in the past, if there is a pattern in support requests, or how well your team reacts to support requests?