When you email our ticket system, it often responds with a message asking if you'd like to create an account. This is because it doesn't recognize you based on the email you used and it wants to offer you the option of logging in directly instead of using your email program. While this is completely optional, it can cause some confusion for clients who don't understand why they're being asked to create, yet another, account with a password.
Why must we have so many 'accounts' and passwords?! What is this thing and why is asking me to login? Here is some more information for those who are curious...
When we set up an account on an email server, we must provide a username and password. Every time we want to check our email (or send an email) we must authenticate with the same information in order to prove who we are before the email server will allow us in. For our email server, it insists that our username be the same as our email address but we can pick our own password or reset the password any time we wish. Pretty basic stuff, right? You've already told Thunderbird what those credentials are so that can fetch your email for you... or send an email for you.
You also have an account on our web server. It consists of another username and password combination and you'll use this if you ever wish to change the files that make your website work.
What makes this confusing at first, is that both 'servers' are physically located on the same computer. It may seem silly to have multiple 'accounts' but this is how things work.
Good so far? Buckle up because we're going to wade a little deeper...
We have yet another server... a support ticket system that helps us respond to issues raised by our customers. It's called, FreshDesk and we pay another company for it. It's not located on the same computer just in case our main server goes down... you and I can still communicate using this ticket system.
Of course, like every server, this one also requires that you create an account and specify a password. At first, you simply email <email@example.com> and it creates a ticket for you. When I respond to the ticket, it will appear as an email response, and in turn, you may respond to it and the conversation can go back and forth without you ever having to create an official account.
So, why does it ask you to login and/or create an account? If your email isn't working, you might not be able to send that first email or received and respond to my responses. If my main server goes down, your email account won't work at all so creating an account with our ticket system, allows you to login in directly at any time and use the system to get the help you need.
In addition to submitting new tickets, you may view a list of all open tickets and respond directly without using email at all.
Again, if any of this is confusing, you may simply ignore the account part of the ticket system and just use your email program.