If possible - can we have it so that any open tickets for a user are in the Suggested / Related section of a ticket draft? This feature would be helpful in preventing duplicate tickets since the agent that takes the call is not neccesarily the one that works it and may not see the Queue it is assigned to. The feature is there once the ticket is created but this creates additional work of creating the ticket, going back into it , searching by user to find existing tickets, and then having to either merge or attach it. The ones in the Suggestions are not ones opened by that user but may be ones with a keyword or such.
