Believe it or not, but there are a lot of smaller customers out there, where users (contacts) does not have their own unique e-mail address. They prefer communicating through the same and only company e-mail address.
What makes ITFLOW strong, is the option to have duplicate e-mail addresses, e.g. same company e-mail for all contacts at that customer.
Other helpdesk providers use e-mail address as a unique contact identifier, forcing you to make up a non-existing e-mail address, and change that upon sending.
So pls don't touch that 😊