What are you even talking about? "Why is your service desk raising tickets on behalf of users?!" The user CONTACTS US VIA E-MAIL, what wasn't clear about that?

Sounds you might be trying to use a mail client as an ITSM here? Why is your service desk raising tickets on behalf of users?! Fair enough raise a ticket off a call, but of an email or chat - nah, that's just duplicating workload - if the user can write a message, they can raise a ticket.

I disabled Copilot completely on my computers.

Talk has it that they not only want to reboot it, they wanted to do it the same as they did to Lord of the Rings, and reimagine it for the "modern audience"... I'd glad it's been cancelled, rather than THAT happen to it...