Hi,

Recently upgraded our test system because we want to use the template feature. While the current implementation is a good idea, we would like the following things to be added to make it truly useful as a "quick ticket" feature (we get a lot of "I forgot my password!" phonecalls. Most of them doesn't get registered in OTRS because it takes longer than to actually solve the problem for the user).

* The template should also include a subject. It would be nice just to copy the template name to the subject field.

* When you create a new phone ticket, it should be possible to select a defalt queue (in our case, a general "Helpdesk" queue will carry 90% of all created tickets. It's a waste of time to select it every time, especially because we have many queues and need to scroll the list to see it).

Also, when you create a new phone ticket, there's a "Customer ID" field on it, that was not there in version 3.2. What is it, and how do I get rid of it?

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Lars