It's really not a nice setup in the USS where you have a completely different view for tickets that were not created through the USS. Of course the end user would want to be able to follow up on those as well. They should have the same look and be located at the same place as the tickets that were created in the USS.
At least provide an option in the admin-gui where we can choose if we would like to have them separated or not. The view of the SDM created tickets is not very nice and looks old and out-dated in the USS.