Assigned Contact or Additional CC

When a user creates a ticket via the Support request in the app, why doesn’t syncro assign the customer contact if they exits in the system or add them as an additional CC in the ticket?

The assignment is by asset, so they need to be assigned to the asset for the ticket to auto-assign to the contact. It does not follow who filled in the form.

Then why does it work when someone sends an email to our syncro email address?

Two different methods. The contact form is not going through the mail connector and follows the assigned contact on the asset.