Hello,
Very often customers send ticket references like this:
http://helpdesk.company.com/otrs/custom ... ber=103718
(they send it often in skype, or email, etc.)
A great function would be to check, when accessing a link, if the user is logged in as an agent, then if yes, to redirect to the agent view of the ticket.
I believe that a lot of people would appreciate this feature.
Thank you.