Create new phone ticket from existing customer record

[bin]

Use case:-

Incoming phone call - "hello this is Fred at Bloggos, I've got a problem with my widgets"

Now, unless I know for sure that Fred is an existing user, my first port of call is always the Customer tab and search.
If he's not there then I can set him up and hit the new ticket link.
However, if I do find him I then have to go back and go to the Ticket>New Phone Ticket and pick him off the drop down.

What would make the process more consistent in a high telephone call environment, would be the ability to select user in the Customers tab and find that there is a link to New Phone Ticket in their record, or in the top of the panel the same as in a new user.

Is this a configuration change in the system somewhere?

Thanks

bin