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email and regarding user fields can be set to defaults based on
created_by user.
If these fields are emptied by the submitting user they will be set to whereas they are nil if they have not been initialized. In that case we will use meaningful defaults from the user who created the ticket.
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We should respect the users choice. We can still get their email from the user id if we really need to.
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Also renamed help to support so it's harder to confuse it with documentation
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