We are currently looking at this and have design something in the call domain, which can be used by analysts or end users.
We capture all the standard information like name, customer, e-mail contact number, location.
Using Templates (ref list) this can pre-populate the summary / details, then based on the templates it will decide whether to create an incident / request / change ......, the values are copied over and the call is closed.
They don't choose the template, the call is saved and the service desk look at these and have two actions "Create Incident", "Create Request". They the values from the call are copied over to the new process, and the call is closed.
I thought there was one in the OOTB database.
Is there one in the OOTB DB? we are struggling to find it.
Look in the call domain or contact support.