We have a ticketing system, but it doesnt always get used (and some times it gets misused). Getting things into the system is easy, but many times the employees do not use it. Some do, but generally emailing IT rather than the helpdesk alias is easier. Then replying to an existing ticket email doesnt happen at all if a problem appears while a ticket is still open.
So I am working on getting better at helping it get used and guiding everyone that way... slow process, but having a solutions list or previous information to fall back on is great. However the system isnt used enough to be used in justification of spending.