Donovan Miner

Not being able to disable ticket creation on calls has created more work for my team. For example, if one agent takes a call and needs to transfer to another, there's the original inbound ticket, an outbound ticket for the transfer, and a third for the transferee accepting the call. Sure, merging these is a possible solution, but all unnecessary work for my team. 
We used to be able to enable/disable inbound and outbound call creation independently. What happened to that setting?