When a contact belongs to multiple companies and submits a ticket by email, the system currently defaults the ticket to the PSA catchall or MSP company instead of one of the contact’s actual associated companies. This creates ticket misrouting, manual dispatch corrections, and SLA risks for organizations where users legitimately belong to more than one company.

Requested improvements include updating the contact-to-company matching logic so that tickets are assigned to a valid associated company, allowing administrators to define a preferred or primary company for multi-company contacts, or requiring manual dispatcher review and company selection when multiple matches exist. The system should avoid assigning tickets to the MSP catchall company when a valid contact match already exists.