Is there a particular reason that it's required that the customer ID be an email address? I understand that it's good to have that to maintain a communications trail with the customer etc but often our issues are handled over the phone and in about 15-20% of the cases the specific person we are speaking with does not have an email address. At least not that they wish to share. Also in about 25% of the tickets we open the tickets are opened by a receptionist who takes the call or it may come in via a voice mail where the customer does not leave an email. Just wondering if it's possible to make some small tweaks to accommodate this since currently OTRS checks the MX validity of entered email so we cant even do something like customername@company.nodomain to get the ticket open.