If you mainly receive support issues over phone or don't have an email address to enter while creating a ticket - you can make Email Address field completely optional.
You can toggle between phone number or email address as a required field for new ticket creation from both staff and end-user portal.
To make Email Address optional:
1. Login to your HappyFox account as an account admin
2. Go to Manage > General > New Ticket Form Customization Options
3. Uncheck the Email Address field for display.