How can an "Agent" view Open Tickets prior to creating a New Ticket?

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Hello All,
Looking to get some answers, feedback or insight as to how to accomplish the scenario below.
We do not allow "Users" to create tickets into our OSTicket system. Rather, our "Users" phone in and speak with one of our "Agents". What we are hoping to accomplish would be along the lines of this.
1) User phones in with New or Existing issue
2) Agent would then use the following screen to begin entry

OR

During that process, can anyone tell me what would be the most efficient way that our Agent can look up if this is an already Open ticket or if this needs to be logged in as a New ticket.
Greatly appreciate any feedback anyone can offer.
Thank You,
John

KevinTheJedi

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Search for the User's email address in the Quicksearch box. (the search box on every Ticket Queue) This will show all Tickets for the User.
Go to the User Directory, search for the User's email address, and click on the User's name. This will show all Tickets that belong to the User.

Keep in mind that with both options Agents will only be able to see Tickets that they have Department Access to. However, with option 1 you can enable a special Permission for each Agent to see all Tickets in searches (Admin Panel > Agents > click Agent's name > Permissions > Miscellaneous > enable Search > Save Changes). They won't be able to open the Tickets to view them if they don't have Department Access but they will at least be able to see them in the search results.

Cheers.

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Thank you @"KevinTheJedi". Our Agent is currently using the below search box....by company name, as that is the only real constant that we have. She then opens any ticket under that "User"

Then she uses the (XXX) next to the User: >> then chooses OPEN