This is interesting to see from multiple sides. The method (voice/chat/whatever) is one piece but the other is:

You already show many questions on one issue (a ticket).

Would you need to think about those? With the secretary the task is split: you decide you need the ticket, the secretary handles the rest while you focus on what you do.

Presenting all options, getting all callbacks, confirm e-mails etc does not change that. It puts all load on you.