Collecting contact information from customers is critical to keep the communication lines open. Email address and telephone numbers are two key items to an online help desk, which HappyFox new ticket form readily offers.
Now, with the recent rollout, you have the option to make either the email address or the telephone number (or both, for that matter) mandatory. So, when a new ticket is created, all relevant contact information is captured.
On a similar note, do check out how you can collect more data from customers using custom fields for understanding issues better.