When people log a calls over the phone, and you are on the "Add Request" mini screen, there isn't an option to log the "mode" of the call as "Telephone" etc...

When you have logged a call that came in via the telephone you have already responded to the customer (or at least we do), so it would be great if the system did this automatically if you ticked the "Logged By Phone" etc.. Button...

Is this something that I can make the Service Desk do, with like business rules and settings?

Or do I hope this will be added into it at some point :(