We are often contacted by email by new customers from new/existing companies where our agents will often have to edit some key elements of the customer details as we don't have a record of all individuals working within each company we work with:
- Name - Email display name will not always match customer name, will often be in format of last name, first name etc
- Company - Agent will allocate which existing company the customer is from if it isn't possible to do this from their email domain (hotmail, gmail etc)
I'm sure other helpdesks will have other fields they'd like to see as the minimum for customers, but these are the key ones for us.
The problem at the moment is that to edit these details the agent has to navigate to a separate page, firstly clicking on the customer name from the right pane of the ticket page, then clicking the edit button on the customer details page, entering/saving the changes and navigating back to the ticket. All of this can be quite time consuming.
What I'd like to see is an 'edit' button next to the customer name on the right pane of the ticket page, which either opens up an overlay on the existing page, or makes the details shown for the customer editable in-line, allowing the agent to quickly make any changes to the customer's details and saving these without ever having to leave the ticket page.
