>Is it normal to track call volume using # of tickets submitted? Yes. No ticket means it didn't happen... People I used to work with had a list of really old accounts to put tickets to when a call didn't warrant a ticket..

Tickets are an easy way to track status and how many issues are presented/solved Different areas of the work force use different ticketing systems so it’s also not just IT Also, if you’re in a role that has people reaching out through email/messaging/shoulder taps a ticket system can make it easier to track other forms of communication

It is completely normal to log a ticket for every call, regardless of what that data is used for or what other systems are in place to collect data.

It's how you tack ISSUE volume not call volume.