It would be convenient and good if there was a button you could hit on the dashboard to begin taking notes when a client calls, which could then be converted into a ticket.

This could be an extremely simple implementation at first, something like a blank text field that gets copied into a new ticket's body when you hit "convert to ticket". Then as you build upon the idea, you could make it more and more sophisticated.

Future iterations of the idea could include form fields that could parse input for customer names / acronyms to auto-assign the customer, or contact names to auto-assign contacts, for instance. Maybe if the technician types "high priority", it could set the Priority to High upon conversion. That sort of thing. But again, the initial implementation doesn't have to be fancy.