Awesome. I used that to locate the original ticket. Here is part of the original response and the questions asked:
☆ Any physical game keys/codes attached to the account:
☆ Invoice IDs from a purchase (these are found in the confirmation email sent after a store purchase):
☆ Transaction ID from a purchase (found on your bank/financial statement):
☆ Date of birth registered to the account (MM/DD/YYYY):
☆ Previous emails associated with the account:
☆ Previous BattleTags associated with the account:
☆ Previous physical addresses associated with the account:
☆ Previous phone numbers associated with the account:
☆ The answer to the account’s secret question (SQA):
World of Warcraft®
☆ The creation date of any associated WoW accounts (approximate date in MM/YYYY format):
☆ The oldest WoW character’s creation date (approximate date in MM/YYYY format):
☆ For any character services on the account (i.e. character transfer/faction change/race change), list the characters’ previous faction/name/race:
☆ Recent purchases made with gold on the account (provide the character’s name and realm as well):
I know she cannot answer a lot, but if she can provide what answers she can, that would help a Game Master in recovering the account. An ID may be a viable option, but they will not ask for one. I don’t think she can edit her current ticket with additional info, since she doesn’t have access to the account, but she may be able to create a new one with whatever information she can.