What if we built a Database instead? Tickets stored on a table. Values of all sorts can be on the table. Each ticket has its set of parameters, that can be queried upon in order to distribute the work load? If you are willing to code VBA, then setting up a DB isn't that much further. Excel is for calculations and such, data analysis. It sounds to me this sounds like a storage place you are asking for.
Just an idea. I can help out.