I'm glad for this restriction, myself (which has been pretty standard at most stations for a long time).

While YOU may have a simple need, know exactly which flights you want, know what seats you want, etc., most folks will not -- and could take huge amounts of CSR time.

In fact I saw this very situation once at OAK even though it was supposed to be "just" a ticketing situation. There was only one person on duty who was trained in ticketing, and he hadn't been trained very well and the person consumed about 50 minutes of a CSR's time.

The folks in line behind him were not exuding happiness and joy.