I have a similar philosophy for the systems I manage. We have always been severely understaffed, so I treat any user support request that repeats twice as a bug.
If the decision to push a button is yours, I'll give you the button. If you need some data more than once, you get a button too. My ideal user never needs to know who manages the system or how to contact us.
This has even got me a "why do you guys have almost no tickets? You aren't doing anything!" talk a couple times. Music for my ears.