First, I apologize for a delay of replying to your message.
Maybe, is it taken at Kyoto Station?
These days, JR-East and JR-West are aggressive for closing Tickets Offices.
In addition to that activities, at stations where a Ticket Office is placed, they strive to guide passengers to ticket vending machines.
On the other hand, in area of JR-Central, fundamentally at stations where station staffs working have Ticket Offices.
Nowadays JR-Central close Ticket Offices sometimes but the pace of closing Ticket Offices is slower than JR-East and JR-West.
After closing other JR companies' Ticket Offices, when passengers who want to use Ticket Offices purchase train tickets at JR-Central's Ticket Offices, JR-Central can get sales commissions.
So, for JR-Central, passengers who use Ticket Offices are maybe thankful extensives.