Lawful good is asking for trouble. Before they know it, they'll be inundated with e-mails to their personal company address with poorly worded help requests. They'll spend half their time making and updating tickets on the user's behalf that would have been mostly automatic if they'd gone the Lawful Neutral route. They need to insist requests are sent to the main support address. I'm assuming that's tied directly to the ticketing system.

When I was being Lawful slightly-better-than-neutral, I'd create the ticket and then put a paragraph in the reply telling them to please not e-mail me directly in future, because one day I might be unavailable and their e-mail could go unseen for hours or even days.

Repeat offenders would eventually do it at a time when things were busy too, so I'd be concentrating on the tickets and not things to my personal address, so that slight delay often helped it sink in.