When an agent is creating a new ticket, it would be helpful if as soon as a requestor was entered FreshService would present a list of existing open and/or recent tickets from the same requestor. Then our agent could see at a glance if this person already has a ticket open for the same issue and add to the existing ticket rather than continuing to create a new one.
Take that a step further, and when the agent enters the ticket subject, freshservice could show a list of other tickets and problems with a similar subject, in case another user has already put in a ticket for the same issue. Then the agent could click to view that other ticket and review any notes on it, or link the new ticket to an existing problem.
I'm not sure this is something we would want. Something similar happens when associating a problem to an incident, which seems about right. But this is irrelevant information for the majority of our first line technicians. It would clutter their UI rather than be a help.