We're all human (I hope  ) and because of that we make mistakes (usually by fat fingering something), but what seems to happen a lot here is that both reps and customers type in an email address and get the user part incorrect and have a valid domain.  If you'll note, that when a customer or rep is logged in, the email address confirmation field is absent.

Rather than have the user (and reps) type in the email address twice, provide the ability for the reps/admins to change the email address (or both!).

Right now, if you mess up the email address, you have to delete the ticket (it's useless, why keep it around) and recreate it.  I've just been updating it for reps using PHPMyAdmin and I'm working on implementing it into eTicket at my installation.  However, I think that it would be beneficial to have this implemented into eTicket permanently.