After searching for a Contact:
1. Click on the 'Open Incidents' link.
2. Click on an Incident to review.
3. Click the back arrow.
4. The system takes you all the way back to the dashboard and you have to search for the contact again.
I would prefer that the back arrow take you back to the Incident list so, additional incident's can be reviewed. In addition, the last incident that was clicked on should be highlighted so, you know where in the list to start reviewing again.
In our work environment, helpdesk is instructed to review open tickets so, a new, duplicate ticket isn't created when there is one that is still open and should be updated with the current information instead.