The Egnyte administrators for a business account should always be CC'd on any support request for all of the users in that Business account.
As the IT admin I often have to send log files from a users machine when an issue occurs. However only that user's email is connected to the trouble ticket so I have to always request in the body of the support message that I get copied on this ticket.
A better method would be to either CC all administrators on the Trouble ticket, or in the corporate settings, set an email address which is always CC'd on every ticket for that company (I.E. Company Support CC email Address: support@ABCD.com)