Call-ins section

When users call the main number it would be useful to have a section that can create a 'Call ticket' to quickly note down the users issue and begin the ticketing process whilst on the phone doing initial investigation (maybe even customisable checklists to prompt initial triage). This could also be included on a standard ticket, having a section where you can note down that you had a phone call with the user and what was said. Maybe when the comment is added to the timeline it has a little handset icon next to it instead of the envelope to clearly distinguish it is a comment from the phone call.

Would also make it easier to report on how many users utilise the helpdesk vs calling in.