This is a simple request, but it could save us a lot of time when entering new tickets.
We receive a lot of support issues by phone. When our agents enter these as tickets, they begin by entering the Requester's name. There is no problem if the contact already exists. If the requester's name is not found, the agent needs to click on Add new requester and then begin entering the requesters name again. It would save a lot of time if Add new requester could populate the Name or email address rather than the agent having to retype in the new requester dialog.
Related to this issue, we use the New Email (ticket) as a quick way to generate a ticket and email a customer at the same time. Our agents follow the same process as when entering a ticket. They begin by entering the contact's name. If the name is not found, they go out to Customers->New Contact, fill in the information, and then go back to creating a New Email. Sometimes the new contact information does not refresh immediately, so the agent needs to wait before entering the contact name. It would save a lot of time if you could add new contacts on-the-fly without having to leave the New Email screen.
