Automatically create contact from Agent Contact Forms

Agent Contact Forms…
I’m struggling to see why when a user submits a ticket via the agent contact form (and enters their email address), Syncro does not automatically create the contact. This would then allow us to reply directly to the user and not to the company owner as per the normal inbound email flow.
This looks to be a design flaw and should be relatively simple for Syncro to fix.

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Could Syncro comment on this as to whether this is a bug or simply something that was overlooked when the feature was originally developed?
Many thanks

The contact form should match an existing contact by email address. Without this contact matching (or creating) the end-user does not receive a confirmation email that the ticket was created. It also does not give the user the ability to reply to this email and send additional deails or attach files.