We've been clients for 3 years now, but we still do not have the option to edit the "Your email address" text on the default "Submit a request" form. As a University, users bring all sorts of strange email addresses with them -- a number of which do not identify the user filling out the request. We desperately wish to modify this text to read "Your university-provided email address" so that users understand we require this information in order to provide technical support. We waste an incredible amount of time going back & forth with students just to identify who they are before we can even begin providing support to them.
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