When a customer submits a lead using a phone number or email address that is a match for an existing account, it's really easy to lose the new information they provided. We've had cases where one person was working for two different locations and entering the address they wanted to have thing returned to in this field, then there is no record of it after the ticket is created. We've also had customers put in a shared work phone number and their own email address, then quit and their replacement has a different email address but same phone. Sometimes it's not clear whether we should be updating the existing account or creating a second account, so it's hard to just accept or decline at the moment of converting the lead to a ticket.