ETA: I logged in to my host to visit the help desk about this (again) and it turns out there were tickets sitting in my account that contained the same text as the emails, so he is legit. I decided to get over it and email him, and it basically sounds like he just helps me manage my account, but I'm still kind of confused as to why I need an extra person for this. I guess I'll figure it out as I go.
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