Of course. Same as helping a colleague (unless it’s a few minute task). Whenever there’s something that I can spend my time on, it’s going to be converted into a ticket.
The reasoning? Any internal ticket could be picked for review by the SOC2 auditor so all of our tickets must follow all procedures just like client tickets. It was more important to use templates, follow processes, and resolve tickets quickly than to allow us to use the tools to do our job efficiently.
When building software you have to be precise to the nth degree but with human processes you can afford some degree of ambiguity and judgment...
Your job is to create tickets to close them. If you generate productivity along side that, then thats a bonus.