Lately at work I've been dealing a lot with stressed technicians who have high call volume, and they use my ticket queue for a dumping ground when someone can't remember their password or was never given a password for such and such file or application.
A lot of times the problem is that the person calling them has no idea how to use this application properly (not my job to teach them or know how to use the 1100 in-house programs my company uses). Sometimes they luck out and I know how to use it.
Sometimes I get tickets with Titles like "User Needs Access to Adobe Acrobat" because someone doesn't know a password for an encrypted PDF.
I've started complaining about this to my boss and forwarding her examples, opening conferences with these technicians and their managers, offering to create FAQS, offering to host training sessions. Fucking sick of this shit.