When you turn tickets on, Mando quietly changes one other setting: it switches Users Capture to Mandatory and adds email to what you collect from every customer. Here is why, and how to undo it.
Why it happens
A ticket often outlives the conversation it came from. Chat channels like WhatsApp, Instagram, and Facebook only let you message a customer back for 24 hours after their last message. Email has no such window. Collecting an email up front means you can still reach the customer to resolve their ticket days later, after that chat window has closed.
What changes exactly
Users Capture moves to Mandatory, so customers are asked for their details before chatting.
Email is added to the collected fields.
You see the confirmation: "Tickets activated. Email is now collected from every customer."
Changing it back
This is a one-way switch. Turning tickets back off does not restore your old Users Capture setting, and email stays collected. If you want to change it, open Users Capture and set it back by hand. Keep in mind that without an email on file, replies to a ticket may not reach the customer once the chat window has closed. See Configure Users Capture.