Advice on customer database

[Trav]

I'm looking for some advice on reconfiguring our customer database environment.

Almost all of our support tickets are created by user agents via the "New phone ticket". The problem we have with our configuration is that our customers only have 1 valid email address associated with their customer accounts. However, a customer can be calling for support from multiple locations. When a ticket is created it's important for our agents to know what location the issue needs to be addressed.

We've gotten around this in the past by creating separate customer accounts and assigning fake e-mail addresses on each additional customer account. We've been assigning the location of each user in the CustomerID field. We've also been adding the location information to the last name of the customer account so our agents can distinguish it in the drop-down from the other accounts with the same name (see attachment).

Is there a better way to associate 1 customer account with multiple locations?