Thanks James, that's really helpful. Somewhat of a related question - when a case comes in, and its going to anonymous customer that I set in my case profile section. If I change the customer on the case once I get it in (I match it manually) it replaces the email address received from the form, with the primary email address on the customer record...and then any communication will go to that new address rather than one that it originally came in from. Any idea how to stop that from happening?