Analysts need the ability to add or update contact records as part of the ticket creation process. This is important for implementations where not all contacts and/or contact data is available through LDAP integrations, etc....(e.g. supporting external contacts). Since the analyst will not know who is calling, they need an easy way to create a new contact record as part of starting the ticket capture. Once the ticket is in progress, analysts also need the ability to easily update contact information.