When tickets are sent to our support@ email which redirects to Moxie if they are not a client registered in the system, then they don't get added to a ticket, but the sender also doesn't get notified of this - which means they they are 'lost' and we would never see them, but from the users pov they have submitted it. All submissions should go into tickets not only from known users (maybe flagged with unknown user), as many client get other staff members (unknown to me) to submit request