Each day, our help desk creates hundreds of tickets on behalf of our users.

“Hi, thanks for calling the help desk. Can I start by getting your name please?”

When the user provides the agent their name, the agent has to first click the “Edit Requestor” button with each new ticket they create, and then search for the user.

Is there any option to change the behavior so clicking “Edit Requestor” each time isn’t necessary? Is it possible the “Search users” option be available right from the get-go, so our agents don’t need to click “Edit Requestor” each time a user calls in?

Trying to find the fastest way to get the ticket wizard up and on the screen and minimizing the number of clicks necessary to get there.

Thanks.