Email address not always filled out

Thanks for your explanation. That makes sense.
I know we are not 100% using Zammad the way it’s supposed to. I just started working at a new company that did not use a ticketing system, so the first thing I did was introduce Zammad. But some colleagues are really old fashioned and it’s been a hell of a job getting them to see Zammad is really much better than shared mailboxes in Outlook…