True fact, many customers/users are idiots and should probably just not use computers at all. We fix computers at our shop and if the customers are too old and grouchy to try to learn new things, and refuse/can't create their own account and use the ticket system to streamline their communication with us then they either pay us a premium to type it all in for them (and wipe their butt), or else they get frustrated and angry and poop their adult diapers and have a temper tantrum and filter themselves right out the door to Microcenter where they can become some poor underpaid person's problem and wait in line even longer, and still have to use an electronic system to open an account.When they raise their voice and use profanity I tend to make the suggestion that they might be happier if they gave up their singular-purpose computers and go back to renting VHS tapes from the 18+ back room of the independent movie rental store. And maybe stop driving too.We scan drivers licenses and attach them to their customer account under a custom field. As long as they are uploaded as a jpg it's just 1 click to see their picture. We've never considered introducing them to the scary word gravatar, so we found a workaround as mentioned. I've thought about modifying the user profile to display the image instead of the link. If I do I'll share it. But so far this is working for our needs to discourage people from trying to get us to reset passwords on stolen Macbooks, or rip us off with stolen credit cards. But joking aside, OSticket has really helped us organize our dog and pony show and overall it is widely loved by our computer literate customers who love that they can manage their own issues anytime they want from the comfort of their house and don't have to actually call us on the phone.