On the TODO user stuff, I had always assumed we'd do some sort of grey accounts. So something like a contact form could require users to log in, require them to enter an email address (grey account time), or be anonymous (no requestor object associated / created). I had figured a given Item would still have a Source associated with it ("the anonymous user complaint box") but not necessarily a requestor object.

It gets more complicated with things like Twitter. The "requestor" object was thus supposed to map to things like users, grey users, twitter handles, etc. I had hoped to have requestor technology around collapsing these things too, so we can get a bit of a CRM situation going where if someone sends us an email and complains on twitter and somewhere else we can talk to them in all these places pretty easily. (A more simple scenario is trying to get someone off social media and into a more private correspondence to trouble shoot.) Another important piece to make explicit here is for a given requestor its really important to be able to go through all their past issues quickly.