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We all know the story, user stops you and says, "QUESTION ..." and you respond "Can you please submit a ticket" and we are all the bad guys.
We need SchoolDude to get on board with other HelpDesk systems that allow users to email submit a request.
All you need to do is take the mandatory fields and add that to thier user profile, and match up the email address and take the request.
This is the same issue with emails that come from the SchoolDude Messsage Center - my users dont click on the link, they just forward that message back to the tech with the response. and tracking is gone.