Maybe I'm going down the wrong path:
When an email comes in from an outside address (parent, vendor, etc), the 'Requestor' on the new ticket from the email monitor is set to that address. It doesn't create a user (that I can see), but we can still report on tickets associated with that address.
However, I can't seem to change a requestor to an email address. It's fairly common to have an employee send a message on behalf of an outside user. The actual requestor is not that employee, so I would like to change it to the email address of the outside user. I can create a new user with that address, but having a lot of new users isn't ideal...
Thought? Am I mad?