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Ah, you're right then. They are trying to skip the proper channels because, for a lot of office roles, you're trained to do exactly that.
A lot of my job now is emailing and calling people in different organizations and systems. For most of them, they'll technically have forms that look a lot like a ticket system but their purpose isn't organization - it's a filter. If you are in the know you contact them directly. This is true of contacting my department as well, if you're filling out a ticket you're probably on the bottom of the pile and if we've given you direct contact information we want you to contact us directly.
This leads to a habit of trying to guess who you're supposed to contact too. The worst that can happen is you just get linked back to the ticket system so may as well try. Being good at your job involves building up a whole list of people you contact to not be put in form purgatory.
While an IT ticket system superficially looks the same as the labyrinth of everything else we have to deal with, the difference is it's internal. Either everyone can contact you directly anyway or the 'wrong' people can, so it doesn't have the same effect of creating a curated list. It's also an actual system (usually) instead of just being an alternative way to send an email that gets dumped into a shared inbox.
So yeah, it's really easy to just assume IT is exactly the same as the rest of your communications if you don't know any better. They're just communicating with you how they would anyone else. It is insane and inefficient but that's just how it is.