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Hi there, in the settings / helpdesk / features / require email states that

Do you require customers to enter their email address when submitting a ticket?

OFF = do not require an email address
ON = require an email address

I thought this would only require email when customers create ticketes. There are a few occassions when creating tickets on customer's behalf dont require an email. So i turned this option off.. But i would prefer if email was always required from the customers and optional when creating tickets on behalf of them.

You can leave the setting ON and try manually overriding it in files admin/admin_submit_ticket.php and admin/new_ticket.php:

Open in Notepad++ then just below add

Fantastic. Thank you Klemen