"Email is not a secure medium and tickets often end up in the wrong account / place." I'm assuming this means that their ticketing system is shared across all

"Email is not a secure medium and tickets often end up in the wrong account / place." I'm assuming this means that their ticketing system is shared across all their functions (so facilities use the same ticket system as IT and so on), if I email a ticket in with 'my account number is 123, my name is mrpatch and my phone number is 0123456789' and it ends up in the facilities queue, or a queue that is available to facilities, then they are breaching GDPR as that is PII that is visible to people who are not authorised to view that information. By removing the ability to email in a query the data that is entered into the ticketing system can be better managed (from the example above the telephone number can be entered into the correct 'telephone' field that facilities can't see). Perhaps a bit of a sledgehammer to crack a nut from a company that's struggling to fit their existing systems around the new legislation.