The gmail widget seems a great feature. However, the widget would in my opinion boost efficiency if customers could load and use the widget.
In a large number of cases, businesses would know who their customers were going to be within school and office environments for example. Installing the widget within the domain and allowing customers the ability to convert emails into tickets would make creating a ticket simpler. This would prevent users having to send a further email or log into the portal portal. This could even limit the amount of training needed for end users.
An added extra to this would be the widget detecting the user as a customer, thus displaying the ticket fields for customers. When an agent uses the widget, the ticket fields would change to that of agents.
This missing functionality at present is a huge loss and would make a huge difference.
