While creating a new ticket and adding a new requestor, allow the option(s) to edit, overwrite, merge, duplicate and/or delete an existing Customer/Company.

Explanation: The FreshDesk system currently has a message that says "user already exists" and forces you to choose the existing user while attempting to add a requester with more information than the same existing requester. If the "new requester" has more information than the existing user, the new information is forgotten and is not appended to the existing user.

Example: Existing Customer has First Name and Email only. New requester (same Customer) has First Name, Last Name, Email, Company, and Phone number. All the additional information from the "new requester" will be forgotten and will not be merged into the exiting Customer that we were forced to select.

Additionally, sometimes the existing Customer/Company information is misspelled or incorrect. There is no easy way to quickly edit/merge/overwrite/duplicate/delete this information on-the-fly while creating the ticket. A busy call center does not always have time to go back in and manually edit/merge/overwrite/duplicate/delete information. In this case many false duplicates are created and the ticket history is "lost" (disconnected from the "real" Customer/Company history) if the false duplicate is not later found and manually corrected.

Summary: Our Customer/Company database is full of duplicates, incomplete and/or incorrect Customers/Companies, and contains scattered tickets that don't point to where they should. While the issue is mostly agent/data entry error, FreshDesk does not make it possible to make corrections, merge entities, or overwrite requester data while making a new ticket. In fact, it almost works against you by forcing you to select the incomplete/incorrect existing requester without the possibility of adding/merging the correct/additional information. Since each new ticket has the potential to create a new false duplicate Customer/Company, my request is to make the requester field more functional allowing for agents to edit/merge/overwrite/duplicate/delete existing Customer/Company information on-the-fly while still inside the New Ticket submission screen.