If an existing customer/new customer submits a ticket through your online form for the very first time--Mhelpdesk will automatically assign the ticket to a customer called "None". Next to "None", there will be a button that says "Move to customer." From here, simply click on the "Move to customer" button and either assign it to a new customer or existing customer in your Mhelpdesk account. You'll only need to do this once for each customer. Next time, Mhelpdesk will assign it to the right customer automatically.