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Customer's Opened Tickets Preview Pane when opening a new ticket on the phone
I think it may be a good idea to include a preview pane of all opened tickets on customer/user lookup while setting up a new ticket on the phone.
I don't mind looking up all open tickets when I receive a new ticket via e-mail, but while on the phone the time is crucial and this feature could help to avoid doubling the same ticket especially when the info about the problem comes from different people.